PURPOSE OF POSITION:
To provide supervisory assistance to the Donor Support Team and support to internal and external clients. To be well versed in the monitoring and review the child update pictures, child update videos and child greeting videos by the Donor Support Team via the rich media transfer portal to ensure that the quality standard is met. To assist with all new tasks / functions and to ensure smooth on boarding of new clients.
Actively implement Donor Support Team strategies and initiatives to enable the business to achieve its objectives in line with agreed SLA’s.
Distribution of work among the agents and reviewing of the overall work volume to ensure it meets / exceeds our client’s quality standard.
Provide leadership, engagement, performance management, communication and development of staff. Visible on the floor and available for team’s questions and issues.
Serve as interface between the team and management.
Improve the key success metrics associated with quality and goals:
Customer Satisfaction Scores.
Quality Scores on video, pictures, data etc.
Provide New Training.
Provide error feed-back Training.
Provide Refresher Training.
Help to Develop, coach, support, and help to evaluate the team and ensure the team has the tools, systems and support needed to perform their job. Represent the team and work with the Director of Business Development to present to client’s aspects of the work we do as well as capabilities of the team.
KNOWLEDGE, SKILLS & ABILITIES:
A Diploma from a recognized tertiary institution, however Bachelor’s degree holders will have an added advantage.
Strong understanding of the organizations business, core values, and goals.
Strong verbal and written communication skills.
Proficient English, both written and verbal.
Strong attention to detail and desire to follow procedures.
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) or ability to learn technology quickly.
Ability to manage multiple, complex, on‐going tasks and projects.
Knowledge of picture and video processing business.
Able to build good rapport with internal / external clients.
Strong coaching skills / Good People person.
Good Leadership skills.
Data analysis and reporting.
Ability to be innovative, take responsibility for actions.