Supervisor: Back Office
JOB PURPOSE
The BackOffice Supervisor will be responsible in
supervising all Back office day to day operations in Backoffice. This
include all related issue on M-Pesa, VAS, DATA, Project and Managing
Refund and recon as well as assigned other duties at specified time
period depending on the customer operation needs.
KEY RESPONSIBILITIES
Oversees implementation of an action planned by Management
to provide superior quality support to the business partners, M-Pesa
Super dealers, Agents, Banks and M-Pesa Customers life circle as well as
all support that need Back office support
Review and improve the support processes and policy to
increase customer satisfaction in relation to Customer Service Strategy
and company (Vodacom ways) as a whole.
Work in conjunction with other stake holders across
departments to improve Services Level and Fist call resolution and make
sure customers are satisfied.
Analyze trends, reasons why customers contact call centre
or Back office, then share the suggestions and recommendation toward
call reduction, Improve Services Level and FCR as well as customer
Experience
Directly handle escalated customer queries and complaints from all Back office inlet Chanel
Ensuring quality service is offered by evaluated logs through any authorized means including using QA evaluation
Oversees and request that the appropriate partner
management tools and Vodacom system tools are in place, in order to
seamlessly Back office and call Centre operation
Overall Managing of both Airtime and M-Pesa Back office
refund wallets as well as provide reconciliation report for toping up
the wallets
Managing Back office shift schedule for smoothly running of back office operation
Manage Back office resources as required to support internal and external customers’ demands.
Oversees and Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing
Provide daily, weekly, biweekly, monthly and Yearly presentations report to Line Manager in agreed time.
Closely managing of Back office escalated ticket that are done in agreed SLA
Manage projects that come at Back office for improving Call center or back office performance
Manage M-Pesa reversal desk by making sure all reversal
request are done within agreed SLA by adhering to reversal policy and
procedure
Oversees and control the scheduling and working hours of
VTL and outsourced staff for clarity in processing timely payments.
Ensure close monitoring of hours in relation to effective and efficiency
of staff.
To diligently attend any other duty as assigned by Manager or HOD when needed
QUALIFICATIONS & EXPERIENCE
2 years relevant experience (Sales and Marketing, Customer Service Operations or Product and Development).
Degree / Diploma and or relevant experience
Swahili & English (fluent)
Computer skills training at an intermediate level (excel, word and power point are essential)
Outstanding individual performance record in a related field.
Good understanding of people management principles,
understanding of analytical reporting and can interpret standard back
office data and statistics.
Training in Management information system, Analytical and
design, customer relationship management, business administration and
team building courses, will be advantageous.
CORE COMPETENCIES
Strong analytical skills – Sharp technical acumen complimented by strong industry knowledge.
Stakeholder engagement – delivery of results through key stakeholders and partners
Customer focused – solid understanding of the customer
Strong interpersonal skills, a team player, ready to work weekends, after normal working days and in shift pattern.
Operational Management – experience with call centre management and its dynamic environment.
Partner Management – delivery of results through partners/outsourced company
Work under shift bases
Commercially astute – solid understanding of market, competitor, & customer
Process-Oriented – solid understanding of key
cross-functional processes touching customer care; able to play an
efficient role; able to spot optimization opportunities>>>TO APPLY CLICK HERE
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