Trace Manager
2 weeks ago
Expectation:
- A highly skilled and passionate Trace Manager that is an independent thinker with excellent leadership, observational, analytical and communication skills.
- An individual that is goaloriented and has a strong working knowledge of call centre and field tracing operational execution standards and performance management.
Trace Manager Role and Responsibilities:
_Productivity Management:
_
- Managing the recruitment process for all trace vacancies across the call centre team and field agents
- Managing the training and development for all new recruits across call centre team and field agents
- Managing attendance of call centre agents through variance HR process and polici
_ Trace Lifecycle Management:
_
- Managing trace strategies, tactical and operational execution plans across the call centre team and field agents
_ Performance Management:
_
- Monitoring and managing the performance of the call centre team and field agents aligned to key performance indicators within the following tools:
- SLAs
- Performance Agreements
- Performance Reviews
- Performance Appraisals
- Managing field agents performance through monthly performance reviews and quarterly site visits
- Managing the development performance management reports to optimise business performance aligned to call centre and field agents.
- Lead and manage
COMPANY performance culture aligned to "Our Values" and effective "Coaching." - Manage poor performance across call centre agents and field agents through our performance rehabilitation.
- Manage the "Code of Conduct" through our IR process
_ Training and Development:
_
- Managing the training and development for all new recruits across call centre and field agents
- Managing the mentorship of certain leaders on internal skills development programmes.
- Submitting the generated reports to HR.
_ Project management:
_
- Identifying missed opportunities, developing innovative solutions to mitigate risk and optimise business performance
- Ensuring flawless execution of all trace projects and initiatives through effective change management across call centre team and field agents
-
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