Regional Contact Centre Manager

Recruiter:

Belmar Personnel

Job Ref:

Regional Contact Cen..

Date posted:

Tuesday, February 8, 2022

Location:

Johannesburg, South Africa

Salary:

800 - 900K

JOB SUMMARY:
Regional Contact Centre Manager

JOB DESCRIPTION:

Shared Services department – Stock Market industry
Manage 50 people, including temp staff compliment of about 20.
Sandton

Providing customer support and query response by telephone, web chat, email, social-media and white mail to shareholders, employee share plan participants, agents, landlords, tenants, employers, parents, care-providers and customers.

The Regional Manager Contact Centre role operates within this division at a Regional level and is required to delivery to SLA’s across all clients and business lines. The SLA’s include successful delivery within agreed timeframes and quality standards across contact centre metrics

The Regional Manager Contact Centre is also expected to work collaboratively across teams outside of the CC department, to ensure delivery whilst supporting continuous improvement and project related activity related to the role.

The Regional Manager Contact Centres is responsible for the day to day delivery of high quality customer service to plan manager clients and their employee share participants, Shareholders, Agents, Landlords, Tenants, Employers, Parents, Care-Providers and Customers, ensuring enquiries, complaints, transactions and queries are responded to accurately and with agreed timeframes.

The Regional Manager Contact Centres will work closely with internal stakeholders and business units to provide transparency though open and proactive communication across all levels and lines of business

In addition the role holder will ensure a robust risk and control framework is in place and adhered to throughout the Contact Centre.

8 years call centre experience, 5 years strong managemnt experience in large call centre

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

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