Customer Service Centre Manager

GraceKennedy Remittance Services Limited (GKRS) invites applications from experienced, suitable, qualified and dynamic individuals for the position of:

CUSTOMER SUPPORT CENTRE MANAGER

Job Purpose 

The Customer Support Centre Manager is responsible for the strategic and day-to-day operational management of the customer support centre, ensuring the delivery of exceptional customer service and the achievement of key performance indicators (KPIs). 

Strategic Operational Leadership

• Work with the Customer Experience leader to develop and implement strategic plans to optimize the support centre operations and achieve business objectives.
• Monitor and analyze industry trends and best practices to identify opportunities for improvement.
• Collaborate with senior management to develop and manage support centre budgets and forecasts.
• Drive continuous improvement initiatives to enhance efficiency, effectiveness, and customer satisfaction.
• Ensure compliance with relevant industry regulations and data privacy standards.

Operational Management & Performance

• Oversee all aspects of support centre operations, including workforce management, technology, and quality assurance.
• Monitor and analyze key performance indicators (KPIs) such as call volume, average handle time, abandonment rate, and customer satisfaction scores.
• Develop and implement strategies to achieve and exceed service level agreements (SLAs).
• Identify and address operational bottlenecks and inefficiencies.
• Collaborate with vendors and the IT team to ensure the proper functioning of support centre technology and systems, including telephony, CCaaS, CRM, and workforce management tools.
• Manage and optimize call flows, scripts, and IVR systems.

Workforce Management & Optimization

• Develop and implement workforce management strategies to ensure adequate staffing levels and optimize resource utilization.
• Forecast call volume and staffing needs based on historical data and trends.
• Manage agent scheduling, attendance, and leave requests.
• Monitor real-time adherence to schedules and make necessary adjustments to address staffing shortages or overages.
• Optimize agent productivity and efficiency through effective coaching and training.
• Full participation in all strategic improvement programs and initiatives of the company.

Team Leadership & Development

• Lead and mentor a team of support centre supervisors and customer support representatives.
• Develop and implement performance management strategies to drive individual and team performance.
• Foster a positive and motivating work environment that encourages teamwork and high morale.
• Conduct regular team meetings and one-on-one sessions to provide feedback and support.
• Recruit, train, and develop support centre staff.

Customer Service & Quality Assurance

• Maintain a strong focus on delivering exceptional customer service.
• Implement and monitor quality assurance programs to ensure consistent service standards.
• Analyze customer feedback and implement improvements to enhance customer satisfaction.
• Handle escalated customer complaints and resolve complex issues.
• Implement and monitor customer satisfaction surveys.

Technology & Systems Management

• Ensure the proper functioning of support centre technology and systems, including telephony, CRM, and workforce management tools.
• Troubleshoot technical issues and coordinate with IT support for timely resolution.
• Manage user accounts and permissions within support centre systems.
• Assist with the implementation and maintenance of call flows, scripts, and IVR systems.
• Stay up to date on support centre technology advancements and best practices.

Education & Competencies

• Bachelor's degree in business administration, management, or a related field.
• Minimum 3 years of experience in leadership roles within a contact centre or business process outsourcing environment.
• Proven track record of achieving and exceeding support centre KPIs.
• Strong understanding of support centre technology and systems (e.g., CCaaS platforms, telephony, CRM, Quality Management, WFM).
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.

​Qualified applicants are invited to submit applications no later than 23/04/2025 via the careers section of our Corporate Website at www.gracekennedy.com

GraceKennedy Remittance Services Limited upholds the principles of fairness and equity in the treatment of all our employees and stakeholders. The Company is committed to equity in all its employment practices and policies and seeks to recruit, develop and retain its employees on the basis of merit, ability, and performance. As such, we are committed to ensuring equal opportunity in employment, and will not discriminate on the grounds of race, national origin, religion, gender, or otherwise.