Manager Customer Service

About the Role

Based in Port Moresby and this role will report to the Head of Customer Contact Center. The successful incumbent will be responsible for the leadership of BSPs customer facing contact centre teams by ensuring exceptional customer services are delivered to meet the Business Unit SLAs and targets whilst upholding quality and compliance adherence.

Key Deliverables

• Provide leadership and support to the Contact Centre Team Leaders and phone-based agents
• Monitor team performance, KPIs and quality
• Directly involved in the recruitment and selection process with People & Culture to ensure potential new officers with the right skills set are recruited to the business unit
• Implement initiatives and plans to improve the skills, quality and performance of Team Leaders and Agents
• Provide development support to Team Leaders
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Build and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Ensure that the services provided by the service agents are of high standard and quality
• Monitor and Measure employee performance and ensure that all agents are performing to a high standard.
• Provide regular updates to contact centre management about the performance of each agent and team leaders
• Strive for team to be consistent across the entire customer journey

Essential Qualifications, Professional/Skills and Experience:

• Strong desire to help others and a natural ability to problem solve.
• Excellent phone and verbal communication skills along with active listening.
• Strong knowledge in call centre systems and practices.
• Strong sales and marketing skills.
• Strong understanding of customer focus and adaptability to different personality types.
• Strong ability to multi-task, set priorities and manage time effectively.
• Excellent leadership and administrative skills.
• Good analytical skills
• Over 5 years of experience in a financial institution in customer service leadership roles