iOCO

About iOCO

The Role: Essential functions: 1.Customer Satisfaction: Drive the focus on improving the customer experience on every interaction through strong outsource partner management. Work with outsource partner and support teams to identify and resolve all customer facing issues caused by people, process or technology that causes detraction of positive customer experience. Drive outsource partner performance and all metrics in accordance to contractual obligation. 2.Partner Management: Engage the outsource partner frequently to ensure quality of deliver meets the appropriate standard. Communicates information in a timely, accurate and understood manner to the outsource partner. 3.Operational Improvement: Engage with outsource partner to formulate service improvement plans. Track progress and improvement activities in line with agreed items included in service improvement plans. Skills and Experience: Qualification Essential Competency: Must have technical / professional qualifications: Matric (Essential) 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree Minimum of 3 years relevant experience Contact Centre Operations experience (Essential) Supervisory or Management experience (Preferred) Business Analyst Experience and Knowledge (Preferred) Telecommunication Industry (Essential) Call Centre Outsource experience (Preferred) OR Matric (Essential) Minimum of 5 years relevant experience Contact Centre Operations experience (Essential) Supervisory or Management experience (Preferred) Business Analyst Experience and Knowledge (Preferred) Telecommunication Industry (Essential) Call Centre Outsource experience (Preferred)

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Legal Form: Ltd

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Job Ads found: 3213

Job Ads per Month: 54.5

Hiring Locations: 21

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