Customer Service Manager

SUMMARY:
The Role:

Contact Centre Manager

6 month Contract

Randburg

The Contact Centre Manager will run the operations for the contact centre.  You will have ongoing accountability for the operation...

POSITION INFO:
The Role:

Contact Centre Manager

6 month Contract

Randburg

The Contact Centre Manager will run the operations for the contact centre.  You will have ongoing accountability for the operational delivery of all aspects of the relevant campaign, 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. 

• 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
• Create a culture that empowers the teams to get things done for the customer by delivering brilliant customer service
• Exceed performance targets around Customer Satisfaction and team productivity
• Manage a group of Team Leaders and maintain a highly motivated dedicated team focused on exceptional service delivery
• 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
• Drive best practice, continuous improvement and innovation at process and procedure level
• Provide leadership and focus to the Call Centre ensuring everyone is highly focused and that morale and motivation is in line with the achievement of the clients SLA and that targets are met and exceeded
• 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
• Spot checks of Team Leaderâ??s to ensure that they are managing their teams in the most effective manner
• 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
• Fair and consistent application of company disciplinary procedures
• Ensure the smooth running of the Call Centre through the effective briefing and ongoing communication to Team Leaderâ??s
• 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
• Identify further opportunities that can add value to the customerâ??s
• Timely and accurate submission of weekly, monthly quarterly operations reports
• 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
• Drive initiatives and ensure delivery thereof

COMPETENCIES:

• Quality Orientation
• Planning and Organising
• Customer Focus
• Building Strategic Working Relationships
• Aligning Performance for Success
• Building a Successful Team
• Contributing to Team Success
• Leading Through Vision and Values
• Managing Conflict

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

KNOWLEDGE AND SKILLS:

• Successful track record in managing an inbound /messaging 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
• Experience gained from leading a game changing customer service team
• Strong charismatic leadership ability
• Effective communication both oral and written
• Strong relationship building skills both internal and external
• Demonstrated ability to manage own workload and effectively prioritise activities
• Ability to manage change and motivate people through it
• Proven ability to motivate and lead high performing teams to meet KPIâ??s and targets
• Demonstrated success as a team member and contribution to team goals
• Analytical and results orientated
• Professional with a high level of integrity and trustworthiness
• Proactive and open to change or new approaches
• Ability to step outside of existing thinking and methodologies when troubleshooting issues
• Demonstrates a persistence and passion to deliver excellence in everything done

NB! This job is now closed. You can apply for other jobs by uploading your CV.