Accra, Greater Accra Region, Ghana
Perform analysis to identify obstacles to seamless customer experience and recommend improvements. Build KPIs, metrics, tracking methodologies, and data visualizations that provide insight into customer experience effectiveness.
Responsible for ensuring efficient day-to-day administrative operations in the retail and contact center. Coordinate all CX-related activities to achieve customer experience deliverables, standards, processes, service levels, and compliance. Prepare and Process commission payments for retail shop executives, outbound agents, and franchise distributors. Provide monthly visibility on the department's operating expenses to make sure it falls within the annual budget.
Track Top Call Drivers, analyze, escalate for closure, and identify RCAs based on call reason trends. Monitor and Track BPO Partner performance to ensure good ratings on TNPS and CES. s of RCAs.Improve operational efficiency via KPIs such as average call duration, and calls per agent within experience standards.
Created a scorecard based on agreed measures, targets, and KPIs, and regularly reported against that scorecard.Conducted statistical and strategic analysis which included preparing monthly, quarterly, annual, and on-request reports. Provided appropriate and in-depth analysis of performance together with improvement recommendations to support decision-making process.
Increased mobile money subscriber base by educating and registering more customers over the phone to increase revenue. Reduced cost of the company by first contact resolution of customer’s complaint to avoid repeated calls which has a cost element on the company’s revenue. Gave the best customer service experience by timely handling of complaints to increase customer loyalty.
Improved operational efficiency by reducing the number of mobile agents while maintaining output from quality SIM activations. Developed an intelligent report on high ARPU mobile agents’ performance trends to aid stakeholders in decision-making. Analyzed data for monthly performance reports for Digital market team leads, Digital market managers, fixed channel coordinators, fixed channel Managers, and Regional channel managers. Ensured the sales department had the effective tools for effective operations. Intelligence reporting on connections, reconnections, and disconnections trends to aid stakeholders in decision-making.