Processing Manager

Processing Manager

Sandton

Manage a specific business team and take responsibility for the business team to execute instructions received via processes within the framework of the Business Area and specific Business Team.

Take responsibility to ensure that day to day tasks and outputs and ad hoc initiatives are actioned and SLA''s adhered to.

Ensuring that the service provided to internal stakeholders and external clients is available as per SLA agreed, sufficient planning is performed to ensure capacity for continued task execution and service delivery and being accountable for all activities within the business team of the company. Management of a contact centre and administrative functions.

Report to the  Senior Processing Manager

Manages the call centre''s team of agents.

Provide optimal staff capacity with correct skills.

Contain and improve cost effectiveness of functions provided

Implementation of agreed initiatives to improve operational efficiency and customer experience

Insure that the various SLAs are adhered to and delivered at agreed quality standards, set targets to facilitate continuous improvement of both SLA and quality standards

Monitor external perception rating and ensure that the scores are within the agreed targets

Identifying and reporting on service failures and errors

Ensure training and development of staff

Contribute to the various cross functional forums to help improve efficiencies in other areas

Ensuring that all correspondence is professional and in line with standards and protocols of the organisation

Help manage and determine the budget of the business area

Interact with executive management in other business areas to ensure clear communication and service delivery to other business functions

Assist with the development of junior and middle management

Help formulate strategy of business area

Meets with management to report the progress of the call agent team.

Ability to work effectively with others and contribute to team task accomplishment

Must have excellent leadership and management skills.

Must have superior written and verbal communication skills.

Must have good maths skills.

Must have strong computer skills 

Exceptional customer service skills are a must.

Must have strong analytical skills.

Ability to use the full Microsoft Office suite (Excel, Word, PowerPoint, Visio) and Adobe

Project Management experience

Ability to conduct interviews with prospective candidates

Ability to work in high pressure, stressful situations

Manage a specific business team and take responsibility for the business team to execute instructions received via processes within the framework of the Business Area and specific Business Team.

Take responsibility to ensure that day to day tasks and outputs and ad hoc initiatives are actioned and SLA''s adhered to.

Ensuring that the service provided to internal stakeholders and external clients is available as per SLA agreed, sufficient planning is performed to ensure capacity for continued task execution and service delivery and being accountable for all activities within the business team of the company. Management of a contact centre and administrative functions.