Facility: Gaborone
Job Type: Permanent
Date: Nov 15, 2024
AdCode: 1801
In its pursuit to become a Competitive Commercial Power Utility within the Region, Botswana Power Corporation invites applications from suitably qualified, highly energetic, dynamic, result oriented, innovative, and customer focused individuals, who believe they can be part of a great team that delivers power to Botswana to apply for the below listed position not later than 29th November 2024.
Main purpose of the position
To plan and coordinate the day-to-day activities of the BPC National 24hrs Contact Centre in order to provide superior customer service to all BPC customers and general public.
Job Responsibilities
- Supervises Contact Centre Agents to deliver prescribed operational outcomes while working within established systems.
- Review of Contact Centre processes, procedures, and operating objectives to enhance operational efficiency through timely
- Improve adherence to set customer service standards by Contact Centre Agents
- Improve Contact Centre teams’ performance through monitoring and review of the available Contact Centre management systems
- Schedule and organize shift patterns for team members to ensure that the Contact Centre remains accessible.
- Implement, monitors budget in respect of overtime and leave by continuously identify areas for improved efficiency and reducing costs
- Carries out prescribed client management activities and provides support to others by following existing procedures
- Resolve of customer complaints, queries and provide feedback to customers in accordance with Customer Service Standards to maximize customer satisfaction.
- Sends out notifications to internal staff on any communication requested by various departments within the organisation.
- Delivers prescribed outcomes by working as directed within established data management systems and procedures
- Prepares and analyses daily and monthly statistical reports on performance data against the set performance measures for decision making by management
- Conduct customer satisfaction surveys to assess the level of customer satisfaction, identify customer needs about our products and services and update internal stakeholders on customer satisfaction trends and threats
- Sends out notifications to external customers on planned and unplanned power outages, educational safety notifications, supply notifications and other customer notifications.
- Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
- Coaches’ teams when required using performance management systems and protocols to improve performance.
- Manages the motivation and discipline of staff in area of responsibility in line with laid down procedures to realize the Corporation’s objectives
- Conducts a gap analysis through call quality monitoring and implements staff development plans for the area of responsibility to ensure competent, efficient, and motivated staff
- Requests for recruitment of new staff, carries out interviews and selects successful candidates required to fulfil the function of Contact Centre Agent.
- Ensures that all Safety Health Risk and Environmental standards contained in the Corporation’s standards are adhered to.
Qualifications
- Recognised Bachelor’s Degree in Contact Centre Management/ Marketing/ Business Administration or related qualification
Experience
- At least three (3) years post qualification experience in a Customer Service or Contact Centre environment.
- Supervisory experience will be an added advantage
Competencies
- Action Oriented
- Customer Focus
- Drive For Results
- Interpersonal Skills
- Leadership
- Problem Solving
- Process Management
- Strategic Thinking
- Values Ethic and Integrity
Interested and suitably qualified applicants are requested to apply by no later than 29th November 2024. Only shortlisted candidates will be responded to.