Sales and Service Contact Centre Manager

GENERAL PURPOSE

To supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

To support and ensure the contact centre operations delivers the required performance against service levels agreed. Lead the teams to deliver a great customer experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, Correspondence

Assist in the planning and achieving the national customer contact strategy.

RESPONSIBILITIES

• Develop objectives for the contact center’s day to day activities
• Ensures service and sales targets are met and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Plan and deliver programs to retain and grow contact centre team Leaders and contact centre agents.

• Ensure that through your team, customers receive a friendly, professional and consistently high quality service helping to resolve various queries
• Provide leadership, development and coaching of team leaders and agents. Actively engage and support the development of your team to ensure better performance and succession planning.

• Identify, manage and develop relationships with key partners to meet the objectives and goals of the organisation
• Lead and support the arears steering group to fulfil a strategic role of aligning current and future contact centre staff by ensuring a 360 integrated management approach
• Collect and analyze contact center statistics (sales rates, costs, customer service metrics etc.)
• Analyze and make use of national and local data & insight to design and deliver customer focused services that address the priority areas for customer contact centre.
• Working with HR for the the recruitment & selection of team leader and agents.
• Contribute to the design and implementation of change programs and projects which impact the contact centre
• Carry out regular 1on1’s, developing a culture where training and development are part of the team, identifying actions and working with trainers and knowledge management team to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Review management information and make suggestions, recommendations as to improvements across the contact centre.
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management

EDUCATION

• Grade 12
• NQF 5/6- business studies / call centre management  or equivalent
• RE 5

EXPERIENCE & SKILLS

Essential

• Proven experience of managing a contact centre and first line managers.
• Able to develop and nurture improved performance in sales and service.
• Excellent communication, engagement and development of people skills.
• Performance Management and knowledge of performance evaluation
• Knowledge of contact centre, sales and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Driven and Results orientated

 Desirable

• Knowledge of contact centre technologies
• Credit management experience 

Closing Date: 17 June 2022

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.