Job Description
The incumbent is required to coordinate all quality control activities and reports that arise with piloting and operating&nbsp;<span style="letter-spacing: 0.4px;">the Integrated Services Centre (ISC), to provide support to the Project and Implementation team by establishing the&nbsp;</span><span style="letter-spacing: 0.4px;">quality and compliance model that will be used for monitoring the Customer Experience Associates, to define and&nbsp;</span><span style="letter-spacing: 0.4px;">establish the reporting module of the ISC and to perform other related tasks as required.</span>
Key and Critical Responsibilities
<ol><li><b>Plans, organizes, monitors and manages</b> the day to day compliance functions to ensure that the team of Customer Experience Associates is providing the defined level of quality customer care.</li><li><b>Organizes the quality control deliverables associated </b>with the pilot by providing the required quality control outputs for named projects.</li><li><b>Acts as a point of escalation </b>for complex problems and referrals from Customer Experience Associates.</li><li><b>Organizes team meetings and daily huddles</b> to ensure that new information, goals and targets are properly communicated and captured.</li><li><b>Ensures that Policy Manual is kept current and all changes communicated</b> to the Customer Experience Associates.</li><li><b>Ensures data is captured as required</b> and all interactions are accurately coded by the Customer Experience Associates.</li><li><b>Prepares routine and ad-hoc reports</b> as prescribed.</li><li><b>Reviews, drafts, and responds to correspondence</b> for approval within the area of authority, routing official communication to the appropriate points of contact.</li><li><b>Proofreads and edits documents</b> for accuracy, formatting, clearances, style, and compliance with regulations.</li><li><b>Creates and maintains ISC pilots reporting and quality databases</b>.</li><li><b>Assists with the delivery of initial, on the job, remedial and ongoing training</b> of Customer Experience Associates and staff of the Access Centres when needed.</li><li><b>Prepares and enhances</b> documents, presentations, reports, memos, emails, and other forms of official communication.</li><li><b>Assists in the formulation and implementation of policies and systems </b>for assigned area of responsibility and develops and implements change management activities to facilitate the above.</li><li><b>Analyses KPIs and SLAs</b> and introduces corrective actions to ensure set targets are met at an individual and team level.</li><li><b>Reviews, analyses and responds to correspondence</b> ensuring that there is internal consistency using the strategic guidelines, relevant policies, and the objectives of the MDT and GORTT to result in accurately translated responses.</li><li><b>Provides oversight and supervision for</b> work activities of assigned direct reports.</li><li><b>Serves in a willing and participatory manner </b>when working on teams and committees, training and technical panels, as and when assigned.</li><li><b>Communicates information and provides support</b> to project managers, project coordinators and other team members on policies, systems and processes as and when directed</li><li><b>Develops a high performing team </b>with a customer-centric focus by actively promoting the No wrong door philosophy.</li><li><b>Actively suggests process improvements</b>.</li><li><b>Routinely engages in team building</b> and employee engagement activities.</li><li><b>Updates customer journey maps</b> and ensures these are formally communicated to key stakeholders.</li><li><b>Ensures that all work is performed safely and securely</b> and in accordance with prescribed OSH practices.</li><li><b>Performs other related work as required.</b></li></ol>
Key Competencies
<p><b><u>Knowledge:</u></b></p><ul><li>Considerable knowledge of modern Contact Centre practices.</li><li>Considerable knowledge of customer care and help desk operations at a supervisory level</li><li>Considerable knowledge of and proven ability to develop policies and design systems.</li></ul><p><br></p><p><b><u>Skills and Abilities:</u></b></p><ul><li>Proficiency in the use of Microsoft Office Suite.</li><li>Ability to use e-Government technology platforms.</li><li>Ability to think strategically and yet be sensitive to wider political and organizational priorities</li><li>Ability to establish, maintain and communicate the Ministrys policies, standards and practices as necessary to enable the implementation of the national ICT strategy and plan.</li><li>Ability to attract, guide, shape and nurture new talent within the Ministry.</li><li>Ability to shape and deliver the Ministrys communication agenda within government, regionally and internationally.</li><li>Ability to promote teamwork.</li><li>Ability to express ideas clearly and concisely, both in writing and orally to diverse audiences.</li><li>Ability to establish and maintain effective professional relationships and interact with different stakeholders.</li><li>Ability to use tact and diplomacy in the performance of duties.</li><li>Ability to effectively communicate at all levels.</li><li>Ability to observe and maintain confidentiality in the performance of duties.</li></ul><p><br></p><p><b><u>Minimum Experience and Training:</u></b></p><ul><li>Minimum of a Diploma from a recognized institution in management, or any relevant discipline OR a minimum of five (5) years proven track record in a first line managerial position at a major Contact Centre or customer service organization.</li><li>Training in change management would be an asset.</li><li>Minimum of three (3) years experience in successfully coordinating the development and implementation of corporate policies and systems in Customer Care.</li><li>Two (2) years experience in working with public service structures and systems including information services, human resources, finance and governance will be an asset.</li><li>Experience developing and implementing change management activities.</li><li>Any equivalent combination of Knowledge, Skills, and Abilities, Qualifications and Experience</li></ul>