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 satisfaction, loyalty, and retention and to meet their expectations.

The successful individual will be based at CapeNature's head office in Athlone, occasionally traveling to reserves for activations, site visits and stakeholder engagements across the Western Cape.


RESPONSIBILITIES:

KPA - Data Analysis and Statistical Reporting


To ensure accurate accounting of all data of the booking reservation system to meet operational and organizational goals and objectives and by providing Management Reporting.


KPA 2 - Revenue Generation and Sales Growth**To manage financial management related tasks specific to the booking reservation system, with particular focus on revenue generated through tourism accommodation and activities. To assist with e-commerce revenue income performance. To assist with revenue and sales income linked to campaigns.

KPA 3 - Contact Centre Performance & Customer Service**To enhance customer satisfaction through customer centricity by providing excellent levels of customer service to the stakeholders of CapeNature, specific to the Contact Centre.

KPA 4 - System Management & Compliance**
KPA 5 - Quality Assurance & Innovation**
KEY ACCOUNTABILITIES:
  • To manage the Contact Centre team and all related operational elements and to ensure sound administration processes.
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.
  • Develop service procedures, policies and standards.
  • Ensure financial and administrative compliance to sales processes, payments, and refunds weekly, monthly and year end processes.
  • Keep accurate records and document customer service actions and discussions,
  • Analyse statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities.
  • Provide input into marketing, sales campaigns, and promotions.

REQUIREMENTS:

  • BS degree in Business Administration or related field.
  • 35 years' Managerial Experience in a Call Centre environment or Customer Service industry.
  • A valid Code B drivers' license.
  • Excellent communication, project management and customer relations skills.
  • Excellent Language proficiency in English, written and communication skills.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Working knowledge of customer service software, databases, and tools.
  • Ability to think strategically and to lead.
  • Strong clientfacing and communication skills.
  • Advanced troubleshooting and multitasking skills.
  • Customer service orientation.
  • Computer literate (All Microsoft Packages).
  • Proficient in Excel and Power Point.
  • Data & trend analyses and interpretation and report writing.
  • CV/portfolio must include prior proven working experience as a Contact Centre/Call Centre Manager or Customer Service Manager.
  • Establish and maintain relationships.
  • Problem solving in a fastpaced team culture.

RECOMMENDATIONS:

  • Background or basic knowledge of sales, data analysis and revenue targets.
  • Knowledge of travel and tourism.
  • Innovative, proactive and action orientated.

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