Assistant Customer Service Contact Centre Manager

POSITION INFO:
The Role:

Assistant Customer Service Contact Centre Manager

Based in Randburg

The Contact Centre Manager is responsible for establishing strong business relationships within iSON xperiences functions and to improve customer service to achieve the business objectives of the Company. The Manager will have ongoing accountability for the operational delivery of all aspects of the customer services, improving of practices and teams and that staff are adhering to the objectives and measuring individual performance.

Internal Processes:

• Leading a group of highly focused Team Leaders by ensuring effective use of resources, maintaining a motivated dedicated team with responsibility for meeting and setting customer service targets and planning areas of improvement and development by achieving agreed service levels.
• Recruiting staff aligned to the customer iSON xperiences values and high customer satisfaction and performance culture.
• Living and instilling the brand and values (leading by example) and ensuring change by influencing employeesâ?? behaviour accordingly.
• Taking responsibility and accountability in projects undertaken by the cluster, ensuring that efficient and effective management principles are applied and that deliverables are achieved in a timely and cost-effective manner.
• Be mindful of employee well-being in the Contact Centre.
• Tracking attrition and absenteeism levels for overall contact centre/campaign, flagging any areas of concern to the Operations Manager.
• Striving to continually improve internal efficiency of the Contact Centre in line with the ISon Xperiencess strategy.

Learning and Growth:

• Driving a performance-driven culture where staff perform at optimal levels and exceed performance targets around both productivity and service delivery.
• Providing continuous coaching and guidance to Team Leaders to ensure a thorough understanding of customer service principles and related consequences of non-adherence.
• Creating a culture that empowers the teams to get things done for the customer by delivering brilliant customer service.
• Creating an environment that fosters teamwork and collaboration amongst team members.
• Conducting and documenting full performance reviews (including setting of KPAs and training and development needs), together with monitoring and tracking of individual Team Leader performance monthly.
• Identifying poor performance and taking necessary corrective action.
• Ensuring regular and consistent communication through various mediums with your Team Leaders to provide input and support, monitor performance progress and to troubleshoot performance issues to ensure optimal achievement of the clients Service Level Agreement (SLA).
• Continually upskilling and motivating individuals through coaching, mentoring, performance enhancement and training.
• Responsible for retention of staff and succession planning.
• Ensuring fair and consistent application of company disciplinary procedures.
• Develops and empowers individuals by recognising value-added performance and rewarding accordingly.

Customer:

• Executing Quality Service to customers
• Proactively Managing customer queries and maximising the overall customer experience

Financial:

• Ensure Revenue and targets are driven and met consistently to increase profits
• Ensure Continuous process improvements
• Effectively manage all available contact centre resources and continually evaluate how to increase efficiency and costs

• Minimum matric or related NQF qualification essential
• Contact Centre Management qualification or any other related tertiary qualification is an advantage
• Management or leadership qualification (i.e. diploma, learnership, etc.) essential
• A minimum of 2 â?? 3 years successful track record in managing an inbound customer service environment
• At least 5 yearsâ?? experience as a Team Leader or managing staff in a call centre environment
• 2-3 yearsâ?? experience in managing and developing budgets and BPO financial acumen

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