Commercial Contact Centre Manager

2 weeks ago


Midrand, Gauteng, South Africa Fidelity Services Group Full time

Vacancy:
Commercial Contact Centre Manager

People/Function Management:
Duel reporting Commercial / Subscriber

Major Responsibilities:

  • Handling of inbound and outbound queries escalated to your level.
  • Ensure correct and effective booking communication with internal and external client.
  • Ensure great customer service is always delivered in your team.
  • Assisting in the planning/implementation of new processes.
  • Complete Adhoc paperwork/reporting/tasks as required.
  • Work closely within a team to identify/solve queries and staff wellbeing.
  • Ensure Team is logged in as per CCC workforce requirements
  • Ensure SOP Compliance and Adherence
  • Devise ways to optimize processes and keep agents motivated
  • Prepare monthly / annual results and performance schedules
  • Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
  • Adhere to all other CCC policies and procedures
  • Drive interdepartmental technical liaison regarding service calls.
  • Attending meetings, training, conferences, and workshops when required.
  • Manage a dedicated team of Contact Centre Agents in the Commercial Call Centre.
  • Keep track of attendance, daily, weekly, and monthly statistics. Paid time off, sick days and annual leave taken.
  • Motivate and encourage agent's trough positive communication and feedback.
  • Hire and onboard new agents
  • Conduct regular performance reviews and arrange training for under performers
  • Ensure a safe and harmonious working environment
  • Ensure all escalation processes are followed according to agreed procedure for client service
  • Ensure all escalation processes are followed according to agreed procedure for Pulse and Openscape
  • Ensure ownership of escalations queries, resolutions, and followup
  • Investigate ways to upskill Agents
  • Coach and train all staff.

Min Requirement:

  • Grade 1
  • Business Management Diploma
  • Increase in service revenue and driving service excellence.
  • Customer Service experience is essential.
  • Understanding National Key Accounts Business in B2B verticals predominantly Retail, Manufacturing, Industrial, FMCG and Banking
  • Understanding of Call Centre policies and practices.
  • Understand service level agreement.
  • Sales experience.
  • Proven experience in driving results and exceeding targets.
  • Managing a team or Supervisory experience will be advantageous.
  • Computer Literate (MS Office, advanced Excel, PowerPoint, Pulse, SAP and Exucugaurd)
  • Listener experience advantageous
  • Technical knowledge on functionality of security equipment
  • Strong Financial Acumen

Other required Attributes:

  • Integrity and trust
  • Action orientated
  • Business Acumen
  • Attention to detail
  • Time Management
  • Drive for results
  • Strong Interpersonal skills
  • High energy levels
  • Able to work under pressure, Target driven, Selfmotivated and Innovative
  • Accurate updating of reports
  • Outstanding communication and negotiation abilities as well as Proficient in English
  • Strong people management skills
  • Knowledge of performance evaluation procedure
  • Ability to multitask
  • Objection handling telephonically
  • High energy levels


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