Contact Centre Manager

1 week ago

Johannesburg, Gauteng, South Africa Pentagon Group Full time

3.

Key Performance Areas:
Core, essential responsibilities / outputs of the position (KPA's)

Task Complexity:

Operational Planning

  • Optimise and align operational targets, processes and systems to business strategy of the Customer Experrience and Enterprise Business Unit
  • Compile the Functional Unit Business Plan and manage the plan in line with the overall MTN Customer Service business plan
  • Develop, implement and operationalise the strategy, business plan and processes for the Enterprise Contact Centre
  • Develop, implement and operationalise the strategy, business plan and processes for the Enterprise Contact Centre
  • Develop and implement strategies for Workforce Management in the Business Enduser Contact Centre
  • Ensure that functional structures optimise the utilisation of available resources
  • Develop and implement customer centric processes for all touch points
  • Implement the Customer Management strategy for Enterprise Business segment customers
  • Develop service levels and processes and ensure that they are achieved
  • Align call centre initiatives to segmented business and appropriate customer value propositions
  • Develop and implement processes to achieve and improve CSI/CDI ratings
  • Conduct ongoing operational analysis on the systems and structures in the call centre
  • Consider the long term (12 years) implications of actions from a broad perspective
  • Consider the impact of solutions on other areas of the business, as well as the interdependency of units
  • Drive best practice, continuous improvement and innovation at process and procedure level
  • Consider local conditions, as well as competitor activity in the management of contact centres
  • Maintain industry benchmarks within the telecommunications and Contact Centre industries
  • Construct, implement and finetune methods, processes and systems to enhance effectiveness and meet organisational goals
  • Identify and Develop areas of improvement within service delivery and customer care
  • Fine tune systems in line with changing work practices, providing the context for those providing service
  • Proactively identify potential areas of risk and put contingency plans in place
  • Plan and manage resources (people, finances and products), taking local conditions into consideration

Operational Implementation

  • Manage and monitor core operating systems
  • Set up and manage the Enterprise Business Unit team within the Customer Experience Unit
  • Communicate, implement and monitor quality targets
  • Develop and implement external supplier SLA's
  • Manage and improve external supplier service levels as per targets
  • Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on call centre workforce management
  • Align forecasted call volumes with shift rosters and communicate duty roster for call centre teams
  • Manage escalated calls and queries
  • Investigate trends and ways of improving operations
  • Monitor CIP and provide feedback on trends
  • Review quality management
  • Reengineer process for customer value segmentation service delivery
  • Manage telephony systems and ensure stability thereof
  • Manage day to day call centre performance including administrative turnaround times
  • Ensure timely, accurate and quality customer feedback
  • Ensure channel and partner relationships are maintained
  • Manage core systems in terms of uptimes, stability, accuracy and customer focus
  • Communicate and ensure implementation of strategies and plans for customer care and support Developed within the unit
  • Develop practices, procedures and systems that support delivery and maximise performance
  • Drive the effective implementation of projects
  • Develop communications objectives and plans for the unit
  • Keep staff informed of new developments, new products, promotions, company news, etc
  • Provide direction and support to staff in dealing with issues as required and provide information when requested
  • Provide ongoing training and development to staff to ensure effective service delivery
  • Design and implement the IVR
  • Implement telephony systems and CRM
  • Manage CSAT, CMAT, tNPS dimensions within targets
  • Compile, prepare, review and analyse management reports, risk control reports and customer reports make recommendations regarding trends as appropriate

Budget Management

  • Forecast, plan, develop and review budget for the unit in line with Enterprise Business Unit
  • Client Services budget that provides MTN with return on investment
  • Seek necessary approvals
  • Prepare annual budget in line with the business plan
  • Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
  • Monitor costs and determine initiatives to optimize resources.
  • Ensure cost effectiveness by maximising cost/benefit ratios
  • Identify areas where money is lost and seek ways to reduce expenditure
  • Identify opportunities to generate additional revenue
  • Base annual budgets on the identification of t

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