Contact Centre Lead

2 weeks ago

Cape Town, Western Cape, South Africa Tanya Serra Full time
Job Posted: 22-Jan-2024

  • Location: Cape Town
Situated within the Central Reservations contact centre office for this luxury international 5* brand based in Cape Town.

Hospitality experience within a luxury brand.

Business Unit or Division:

Central Reservations, Europe

Responsible to:
Director of Customer Contact, NEAA & SE

Responsible for:

Contact Centre Team

Scope & Purpose:

  • The Contact Centre Leader will act as a support to the Director of Customer Contact and will ensure that the department's team provide a highly efficient service to every customer who contacts the call centre for travel advice and reservations.
  • Through effective coaching, mentoring, development and quality management, the Leader will set objectives to develop and motivate the centre to achieve and exceed expectations.
  • Focus on achieving objectives and targets, addressing performance challenges in a timely way, and ensuring that process & quality standards are adhered to, including LQA and other QC requirements. Using data to analyse performance against targets, KPIs and SLAs and above all ensuring that customer exceptional service delivery is at the heart of everything the Customer Contact Centre does.
-
Main Duties & Responsibilities:

Customer Service

  • Managing and leading the travel advisors & service excellence teams in understanding and delivering business objectives, processes and policies. (Conduct and capability).
  • Provide robust leadership, such as motivation techniques, performance management, quality improvement measures, and develop initiatives to ensure that the team meets and exceeds targets and expectations.
  • Conduct regular 1:1's, training sessions, coaching and development activities, as demonstrated through an improvement of dashboard metrics.
  • Responsible for end to end customer escalations.
  • Contribute & deliver personal objectives as agreed in RISE.
  • Cultivate and deliver KPIs and measures to ensure performance is delivered in line with customer and business expectations includes SLAs and conversion.
  • Be responsible for Centre engagement by running daily team engagement sessions, team meetings and incentives within the contact centre. This will be reflected through the People Engagement Survey.
  • Working in tune with The Director of Customer Contact EMEA & APAC and the Director of Customer Contact Support in delivery of their objectives.
  • Being responsible for the centre when no available senior managers are on shift i.e. duty rotation for weekends, covering holidays, absence etc.
  • Responsible for coaching behaviours which do not comply with our internal policies and procedures.

- **Data & Insight*
  • Driving improvements in performance through a comprehensive understanding of data.
  • Commencing a Development Plan once all other avenues have been exhausted for performance delivery.
  • Reporting system bugs and issues to the relevant teams with supporting evidence.
  • Test and support development of new systems and initiatives.
  • Using all available data to track volumes, products, regions & languages to ensure correct utilisation of resource.
  • Quality & Performance
  • Using LQA model as a structure, ensure all customer facing teams deliver and exceed the set standard this will be delivered through coaching and 11's.
  • Responsible for call quality performance through frequent side by side/remote monitoring.
  • Responsible for conducting targeted daily coaching sessions to increase the team's knowledge and performance.

- **Leadership Responsibilities**:
  • Create, update and implement departmental standard operating procedures.
  • Ensure that operational standards and procedures of the department are adhered to.
  • Implement measures and systems to improve cost efficiency and the internal and external customer experience.
  • Budget, plan and monitor departmental expenditure.
  • Ensure and protect the security and confidentiality of all guest, Employee, and Company information.
  • Ensure an uptodate knowledge of industry developments, and monitor current trends, practices, and systems to make recommendations for improvements.
  • Attend Company meetings as required.
  • Liaise with other departments and or divisions to ensure good communication and provide support.
  • Ensure that regular team meetings are held and that all Company information is frequently shared.
  • Communicate any relevant annual, quarterly, or monthly targets and metrics.
  • Work towards ensuring high levels of Employee engagement, as well as positively contribute to the Employee engagement levels of the Company overall.
  • Promote ongoing learning & development, ensuring that mandatory training is attended by all Employees and all available training opportunities is effectively communicated.
  • Identify individual training needs or development opportunities for Employees and action or plan interventions accordingly, in conjunction with Learning & Development and or Human Resources.
  • Comply with the p

  • Contact Centre Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa CapeNature Full time

    CapeNature seeks to employ an experienced and enthusiastic Contact Centre Manager to provide excellent customer service and to promote this idea throughout the organisation. This role requires a solid understanding of customer service with a clear goal to keep the Customer Service Agents running in an efficient and profitable manner, to increase customer...

  • Contact Centre Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa CapeNature Full time

    CapeNature seeks to employ an experienced and enthusiastic Contact Centre Manager to provide excellent customer service and to promote this idea throughout the organization. This role requires a solid understanding of customer service with a clear goal to keep the Customer Service Agents running in an efficient and profitable manner, to increase customer...

  • Contact Centre Sales Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa amplify5 Full time

    What you'll be doing Leading, developing and managing a Sales Team in line with campaign requirements Creating and deploying an effective operational plan that will deliver benchmark sales figures Driving and supporting delivery of Quality improvement plans Managing reporting trends and opportunities for performance improvement as well as engaging...

  • Client Contact Centre Services

    2 weeks ago

    Cape Town, Western Cape, South Africa Career Dynamics Global Full time

    Client Contact Centre Services & Medical/GAP Claims Assessor x 3CPT/Southern Suburbs (Office based during the probation period)Salary Negotiable on experience (R12K - R19 K CTC PM) My client, a leading established Long-term Insurance Corporate (Medical/Individual Life Insurance) are looking for an experienced Client Contact Centre Service Inbound...

  • Coastal Contact Centre Senior Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Fidelity Services Group Full time

    REPORTS TO:OPERATIONAL EXECUTIVEMAIN PURPOSE OF JOB:The overall purpose of the position is to effectively manage and improve the functions of the Operations Contact Centres (Customer Contact Centres and Central Monitoring Centres) and all related functions for Fidelity ADT Coastal Region. To align these functions to the strategic objectives of the Company,...

  • Leads Consultant

    2 weeks ago

    Cape Town, Western Cape, South Africa Call Centre Staffing Full time

    Western Cape, CPT - Northern SuburbsA Contact Centre in Cape Town requires lead generators for their sales department. Opportunity to work for a well established financial company that offers great benefits, vibey working environment and opportunity to grow. Successful applicant will be responsible for generating leadsResponsibilities:Sales of insurance...

  • Contact Centre Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Boardroom Appointments Full time

    Responsibilities:The purpose of the Customer Experience and Contact Centre Support Specialist role is to execute key general support activities, in cooperation with and under the direction of the Head of Customer Contact Centre & Experience, Senior Manager Contact Center Operations and the leadership team. The role provides efficient, proactive,...

  • Operations Manager: Sales Contact Centre

    2 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionRole Purpose This role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in...

  • Contact Centre Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Teleperformance South Africa Full time

    Job descriptionCall Centre ManagerJob OverviewFor delivery of service to clients on my site, ensuring all key performance indicators are met. I lead, develop, motivate, manage and organize a number of teams across the client accounts ensuring we are consistently meeting client's expectations through regular and effective dialogue. I translate the collective...

  • Contact Centre Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Marie Stopes SA Full time

    The key objective of the role is to identify and understand customer needs and deliver first class customer service in an omni channel Contact Centre environment. A key success measure will be the ability to assist clients with bookings and facilitate the payment process for services offered by Marie Stopes South Africa.APPLICANTS WITH EXPERIENCE IN THE...

  • Team Leader: Sales Contact Centre

    2 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionRole PurposeThis role is ideal for a talented, motivated and dynamic Sales Call Centre Team Leader / Assistant Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Inbound Sales and Service Centric Agents to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an...

  • Contact Centre Learnership

    2 weeks ago

    Cape Town, Western Cape, South Africa Dash BPO South Africa (Pty) Ltd Full time

    Contact Centre LearnershipCalling all aspiring contact center agents that are willing to work night shift US hours.Requirements:Clear communication of the English language both written & spoken.Grade 11 passStrong desire to learn and develop.Hunger for growthpassionate about customer serviceThis is a potential learnership opportunity where you will be...

  • Contact Centre Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Marie Stopes SA Full time

    The key objective of the role is to identify and understand customer needs and deliver first class customer service in an omni channel Contact Centre environment. A key success measure will be the ability to assist clients with bookings and facilitate the payment process for services offered by Marie Stopes South Africa.APPLICANTS WITH EXPERIENCE IN THE...

  • Contact Centre Consultant

    2 weeks ago

    Cape Town, Western Cape, South Africa Clicks Group Limited Full time

    Listing reference: 017084Listing status: Online-Position summaryIndustry:Wholesale & Retail Trade- Job category:Call Centre and TelesalesLocation:Cape Town- Contract:PermanentRemuneration:Market Related- EE position:YesIntroduction To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the...

  • Contact Centre Marketer

    2 weeks ago

    Cape Town, Western Cape, South Africa FirstRand Full time

    About us, purpose, experience and qualificationsabout us:purpose:experience and qualifications: Minimum Qualification BComm degree in Business Management or Marketing Preferred Qualification Honours degree in Business Management or Marketing Experience Six to twelve months experience in a contact centre aenvironment An understanding of motor processes and...

  • Operations Manager: Sales Contact Centre

    2 weeks ago

    Cape Town, Western Cape, South Africa Wns (Holdings) Limited (Adr) Full time

    Full-timeCompany DescriptionWNS Global Services Inc (NYSE:WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...

  • Contact Centre Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Shoprite Full time

    Purpose of the Job The purpose of the Customer Experience and Contact Centre Support Specialist role is to execute key general support activities, in cooperation with and under the direction of the Head of Customer Contact Centre & Experience, Senior Manager Contact Center Operations and the leadership team. The role provides efficient, proactive,...

  • Inbound Client Contact Centre Administrator

    2 weeks ago

    Cape Town, Western Cape, South Africa University Of Fort Hare Full time

    Inbound Client Contact Centre Administrator Permanent PE000919 Admin / Office / Call Center / Support Our client is seeking an experienced Client Contact Centre Administrator. The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience,...

  • Contact Centre Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Isonxperiences Full time

    Fluent in English:- Matric (Grade 12) NSC:- Clear criminal and credit records:Preferably months Contact Centre Experience:- Willing to work in a shifted environment:Computer literate( MS word and Excel):- Provide product/serivce information to customers:Resolve customer queriesJob Type: PermanentAbility to commute/relocate: Cape Town,Western Cape: Reliably...

  • Outbound Sales Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa OUTWORX CONTACT CENTRE Full time

    Job descriptionOutworx is looking for Inbound Sales Agents for a leading International UK campaign.RESPONSIBILITIES: Telephonically make and receive calls to clients. Follow up with potential customers in a timely manner as necessary. Adhere to internal sales processes. Working to meet and exceed personal and team goals. Promote a culture of treating...