Solutions Center Lead

Job Purpose :

The Solution Center Lead will ensure that customers receive a friendly, professional, and consistently high-quality service while resolving various queries & getting it right first time.

Key Responsibilities & Accountabilities :

• Manage the day-to-day performance of the Solution Center operations to deliver a best-in-class service, meeting or exceeding all KPIs.
• Deliver the agreed Solution Center operations within agreed budgets, service levels and business targets.
• Work with all key stakeholders to build the strategy for the development of the Solution Center, staying abreast of new practices and technologies, ensuring that gains and maintains recognition for the high quality of customer service.
• Lead, inspire and co-ordinate the Solutions Center team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross-country initiatives to drive improvements, improve efficiency and reduce complaints.
• Provide management with periodic performance reports for Solution Center operations.
• Be responsible for end-to-end quality and control process covering Solution Center agent’s performance and actions.
• Manage and entertain all the issues and complaints raised by customers.
• Responsible for the recruitment, training, induction, and coaching strategy across the Solution Center.
• Work closely with HR, L&D and Training delivery teams - taking responsibility for the ongoing development of all levels of Solution Center colleagues.
• Reviewing and clearly defining all Solution Center roles, any required shift and candidate profiles required across the Solution Center operations.
• Lead an effective resource planning team, ensuring that resources are fully utilized, and any contact demand is effectively covered.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future changes / projects to support and achieve improvements in the customer experience.
• Delivery cost efficiencies and increase Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Requirements

Educational Qualifications & Experience :

Competencies :

Skills :

Critical Success Factors