Trace Manager

2 weeks ago


Pretoria, Gauteng, South Africa Inisys Full time

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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