1. Develops and Manages key performance indicators based on World Class Customer Care Centre standards, ensuring outstanding customer service and consistency with corporate objectives. This entails significant team work with the Manager – Call Center.
2. Manages the customer information in automated or manual databases in close collaboration with regional and corporate sales and support teams to maintain and increase customer satisfaction and support growth and retention strategies defined in the Strategic Business Plan.
3. Defines projects when required and manages a cross functional TTCL team to deliver the objectives of the Customer focused projects.
4. Provides analysis on customer feedback and participates with Marketing/Product Development to identify customer needs and feedback on TTCL current services and potential future services.
5. Provides leadership and guidance to Regional teams to ensure consistent, best in class customer care. This interaction with Regional teams is required on a daily basis as well as specific project based leadership.
6. With the Call Center Manager, develops and sustains a high level of expertise among staff by acquiring, selecting, developing and motivating people. Implements plans and initiatives to promote employee morale, performance, skills acquisition, and career development.
7. Supports and aligns processes and procedures to TTCL’s Terms of Service and/or strategic plans to ensure consistent application of procedures and guidelines to grow TTCL’s business and customer satisfaction.
8. Provide Leadership to the section by at all times demonstrating the corporate values, taking accountability for the actions and results of self and others in the section, being a champion of positive change and continuously working to improve all aspects of the operations of the section and TTCL.
9. Provide input as required to TTCL’s corporate planning processes and developing sectional objectives and functional plans that support the achievement of TTCL’s corporate objectives and the TTCL Strategic Business Plan
10. Accountable for the development of employees and ensuring the section has the skills and resources necessary to accomplish sectional objectives.
11. Accountable for performance management of employees including setting objectives, regular feedback on performance and coaching and mentoring to improve performance and maximize employee job satisfaction.
12. Accountable for developing the section budget within the framework of the corporate budget and monitoring and controlling sectional expenditures to meet the budget and maximize the effective use of TTCL’s financial resources
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