Contact Centre Manager - Vodacom

SUMMARY:
The Role:

Contact Centre Manager - Prepaid

Permanent based in Port Elizabeth

 

OVERALL PURPOSE OF JOB:

The Contact Centre Manager Vodacom will run the operations for the contact center.

You will have ong...

POSITION INFO:
The Role:

Contact Centre Manager - Prepaid

Permanent based in Port Elizabeth

 

OVERALL PURPOSE OF JOB:

The Contact Centre Manager Vodacom will run the operations for the contact center.

You will have ongoing accountability for the operational delivery of all aspects of the relevant campaigns, as well as building and maintaining a strong working relationship with the customer, ensuring that these Campaigns are managed in line with the agreed strategies and targets. You will need to establish and maintain a culture of continuous improvement to continually improve our service offering to our customers

Main Responsibilities will include but will not be limited to:

• Lead the teams, ensuring effective use of resources, with responsibility for meeting and setting customer service targets and planning areas of improvement and development by achieving agreed service levels.
• Drive a performance culture where staff perform at optimal levels of both productivity and service delivery
• Exceed performance targets around Customer Satisfaction and team productivity
• Recruit staff aligned to the Altron values and high customer satisfaction and performance culture
• Proactively manage customer issues and act as an escalation point for the teams
• Effectively manage constant pressure to meet extremely tight deadlines in a 7-day operation
• Regular and consistent communication through various mediums with your Team leaderâ??s to provide input and support, monitor performance progress and to troubleshoot performance issues to ensure achievement of the clients Service Level Agreement (SLA)
• Review, monitoring and tracking of individual Team Leaderâ??s performance monthly and relevant documentation thereof
• Full performance review carried out with Team Leaderâ??s monthly including setting of KPAâ??s
• Identification of Team Leaderâ??s training requirements and development
• Monthly goal setting with Team Leaderâ??s covering performance quality and development
• Track attrition and absenteeism levels for overall Call Centre, flagging any areas of concern to the Operations Manager
• Carry out quality of service to customers as determined by the QA Division and to be maintained throughout the duration of the customers contract in line with the SLA
• Ensure revenue and targets are driven and met throughout
• In conjunction with the Operations Manager ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staff
• Provide regular feedback and reports to the Operations Manager
• Present monthly stats and feedback to customerâ??s
• Create and maintain Call Centre headcount forecasts and budgets
• Effective management of all Call Centre resources and continuous review of how to increase efficiency and reduce costs

 

 

 

KNOWLEDGE AND SKILLS:

• Successful track record in managing an inbound outbound customer service environment that has delivered on all targets in innovative and creative ways (3 â?? 5 years)
• Successful track record in managing Contact Centres in an outsourced environment (2 - 3 years)
• A strong background in customer service and Contact Centre Management
• Strong knowledge of Contact Centre technology and operating systems
• Understanding of the principals of customer behaviour and customer lifetime value

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

• Grade 12
• Call Centre Management qualification or any other related tertiary qualification is an advantage

 

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