Call Coordinator

TitleCall Coordinator

Job Description

We are looking for a Call coordinator will play a crucial role in ensuring that our Service Desk delivers services to our client, a leader in providing exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms according to Altron standards. The Co coordinator's primary responsibility will be to evaluate interactions between the Service Desk and clients, based on pre-selected criteria. The overall aim should be to help the business retain customers

Key responsibilities:

To meet the monthly targets for evaluations per desk. Actively drive a reduction in failed QA results on an on-going basis

Actively conduct QA activities that drive and support customer satisfaction across the service desk

Analyse the reporting data to provide insight feedback and drive CSAT

Submit weekly coaching requests consistently

To host monthly TL and QA forums

Alignment of scorecard criteria to business objectives

Drive quality assurance activities that support knowledge or training outcomes across the service desk

Drive QA activities directly related to Service, Process, Staff and Individual Improvement Plans

Be actively involved in developing overall skills and knowledge

Evaluating calls, critically assessing all correspondence on all communication channels in the company

Adhering to high levels of quality standards and meeting QA targets

Identify opportunities and make recommendations to add value to the quality assurance service provided

Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls

Contribute to team performance by attending and participating in collaboration sessions

Meet department requirements by adhering to call monitoring process

Improve quality of calls by providing recommendations

Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with the team

Analyse and understand client services to ensure QA and CSAT are aligned

Recommendation of improvements and / or corrections to QA

Requirements for success in this position are:

Minimum 5 years of relevant experience in ICT support/services

Minimum 3 years’ experience servicing enterprise clients

Minimum 2 years experience as a Call coordinator

Minimum 3 years’ experience in customer service or call center experience

EducationNational Certificate Level 4 (N4) / Grade 12: Information Technology (Required)

LanguagesEnglish

R-8787