Divisional Manager

SUMMARY:

Design and support development of client and delivery strategies. To support the operational performance of a contact centre in line with set strategies and create an environment for success by providing day to day leadership and longer-term planning to operational managers. Manage operational managers and their team’s performance to ensure service level targets and all other operational and client required business outcomes are achieved. And to work pro-actively with Global colleagues to ensure consistent delivery of operational delivery.

POSITION INFO:

EXPERIENCE
12 months Contact Centre Manager/ divisional or departmental management experience in a Customer Service environment. 
Strong Customer Service and cross and upsell experience 
Airline/Aviation industry (Advantageous)
Proven track record of management and development of staff at a middle management level (Essential)
Experience in managing the financial performance of a division (Essential) 
Previous experience in managing offshored BPO operations (Highly Advantageous) 
 
REPORTING TO: HEAD OF SITE
 
JOB SPECIFICATION
MAIN PURPOSE 
Design and support develop of client and delivery strategies. To support the operational performance of a contact centre in line with set strategies and create an environment for success by providing day to day leadership and longer-term planning to operational managers. Manage operational managers and their team’s performance to ensure service level targets and all other operational and client required business outcomes are achieved. And to work pro-actively with Global colleagues to ensure consistent delivery of operational delivery. 
 
KEY PERFORMANCE AREAS
 
CUSTOMER SERVICE 
Manages the performance of an operation to ensure a positive customer experience and the achievement of business outcomes  
Monitors and manages the performance of operational managers to ensure all teams deliver customer service in a timely and professional manner and in line with service level agreements
Recommends and supports the implementation of various programmes to enhance the customer service experience 
Liaises and feeds back to the operational training team to ensure training content is aligned to the achievement of business outcomes and the enhancement of the customer service experience
Manages and where necessary escalates problems or errors to ensure minimal impact to the customer experience 
Addresses and rectifies, and where necessary escalates, issues that may affect the customer experience such as faulty equipment, system errors, training gaps, absenteeism, fraud or procedural issues 
Supports the design and implementation of specific operational projects and initiatives 
Embraces new innovations in customer experience
 
FINANCIAL PERFORMANCE 
Reviews the defined operational budget and ensures all activities and costs are aligned to budget constraints so as to achieve and exceed revenue and profitability targets
Identifies and recommends methods to reduce operational costs and/or increase revenue by adding value to the client
Understands the commercial impact of meeting operational performance criteria
Grow business organically
 
OPERATIONAL REPORTING 
Reviews reporting submitted by operational managers and identifies trends and concerns that need to be addressed and managed
Compiles and consolidates weekly or monthly operational reports and client reviews by collecting and analysing data and trends 
Works closely with MI to report on overall operational performance, achievement of commercial goals as well as staff performance and productivity 
Reports and monitors PCI compliance 
 
 
 
PEOPLE MANAGEMENT 
Achieve and exceed staff sat targets
Oversees and manages operational managers to ensure adherence to quality standards, deadlines and policies and procedures
Ensures operational managers understand exactly what is expected of them on a day to day basis
Participates in the recruitment and selection of operational employees 
Implements correctional strategies and measures as required to minimise absence and staff attrition
Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
Challenges constructively and looks for ways to do things better and continuously improve
Develop, implement and advise on corporate or departmental policies, procedures, and service standards in conjunction with management
Sets performance targets for line of business and operational managers which are aligned to defined operational objectives and business outcomes, and tracks performance against these targets
Reviews performance daily and identifies both short term tactical solutions and a longer strategy
Ensures operational managers are proactively managing their team’s performance
Assists in improving performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps – ensures 100% of reports are on personal development plans
Rewards and recognises above standard performance 
Manages underperformance and takes appropriate actions
Trains or instructs employees in job duties or arranges for training to be provided
Communicates work procedures, company policies, client updates and other information to staff in a timely and professional manner
Supports and communicates appropriately in times of change and leads staff through the change process
Drives a culture of organisational performance and service delivery within the framework of the defined work culture 
Engages relevant stakeholders in support areas to assist in achieving company and client objectives 
Ensures that all employees are fully compliant in all areas of compliance – to the required standard, in the required timeframes 
Prioritises and delegates as and where necessary
 
COACHING 
Provides regular coaching to ensure customer expectations are met and exceeded
Occasionally sits in and observes operational managers’ coaching sessions that they perform with their team members on a regular basis
Works closely with the Business Outcomes Analyst/Operational Excellence Analyst to identify performance concerns at an operational level and puts the necessary plans in place to address these


KNOWLEDGE AND EDUCATION
Matric (Essential) 
Tertiary Qualification (Highly Advantageous)
Numeracy skills (Essential)
MS Word – Advanced
MS Excel – Advanced

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