We are sourcing for a qualified and competent individual to fill the following key position for one of our Clients, a multinational media organisation with principal operations in pay television and video entertainment.

Marketing, Commercial Sales, Customer Care, Customer Operations, Digital Enablement, Customer Value Management, Customer Experience & PMO, Strategy, CII, Legal, Regulatory, Finance, HR; General Entertainment, Media Sales, Corporate Affairs

External:

Research Agencies; Advertising Agencies, Media Agencies, Digital Platforms, 3rd Party Channels, Events Organisations.

§  To support the Head of CVM in the overall CVM roadmap to retain subscribers and maximize revenue

• Implement measurable quality assurance framework across all outbound points to attain CVM objectives
• Manage projects from concept to completion – namely requirement gathering, detailed planning (including contingency planning), and final execution
• Implement initiatives to improve Outbound team performance
• Monitor, review, identify gaps on the overall service performance of the Outbound
• Provide real-time analysis of daily incident volumes and customer experience to assure service level objectives are achieved and results communicated to all stakeholder

• Effectively Measure Quality Service Delivery
• Ensure evaluations show the true reflection of call quality and FCR in the call center i.e. Recorded & Live calls to have FCR over 95% of total calls evaluated should be attained within the timeline
• Provide real-time feedback on voice of the customers’
• Effectively measure quality and ensure inhouse & outsourced team meets defined 90% QA target
• Evaluate 2% of total inhouse outbound calls, Evaluate 2 calls per week per outsourced CSR
• Ensure evaluation shows true reflection of call quality
• Implement initiatives to ensure QA target is met in inhouse and outsourced teams
• Prepare and review service performance reports identifying any significant issues and variances. Initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed
• Monitor calls and conduct audits as necessary
• Champion the updating of Standard operating practice, work instructions, checklists and various other documents under Quality management and document control
• Facilitate periodic calibration sessions with the outbound and other areas of operations to ensure consistency in the evaluation process
• Monitors and evaluates the quality and content of inbound and/or outbound telephone calls and provides direct feedback to the agents.
• Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved.
• Provides continual feedback and information data to management for improvement of Customer Service skills across multiple products, as well as, recommendations to improve our training program

• Bachelor’s Degree

Qualification Preferred:

• MBA advantageous

• A minimum of 5 – 7 years in a commerce, business administration or sales and marketing leadership role
• A minimum of 3 years of CVM/QA experience,
• Detailed commercial and financial acumen, balanced with creative flair
• Business Intelligence experience.
• Customer Relationship Management.
• Campaign management experience.
• Strong budget management experience

• Customer Centricity
• Developing value propositions
• Brand Management
• Reporting and Research
• Project Management
• Financial Management/Budgeting
• Marketing Management
• Regulatory and Legal Compliance
• Media Management
• Vendor Management

• Accountability
• Team Work
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritization
• Analytical Thinking