Call Centre Manager

2 weeks ago

Johannesburg, Gauteng, South Africa HeadHunters Full time

Reference

  • PE002318/LS
    Location


 Gauteng, JHB
  • Eastern Suburbs
    Salary Interval
  • Monthly
    Package
  • Nonenegotiable
    Description

Our client in the Manufacturing industry
is currently looking to employ a Call Centre Manager based in Elandsfontein, Gauteng.**
A wonderful career opportunity awaits you.

Requirements:

  • Degree or Diploma in Business Management or related field.
  • 5 Years' management experience in a Call Centre environment.
  • Computer Literacy (MS Office Suite).
  • Knowledge of SAP ERP System beneficial.
  • Knowledge of CRM platforms (Salesforce advantageous).
  • Knowledge of BI Platforms.
  • Familiar with Social platforms & complaints handling.
  • Knowledge of Call Centre Management systems.
  • Very good writing skills attention to detail.
  • Proficiency in three or more of the 12 official SA languages will be beneficial.

Responsibilities and expectations but not limited to:

PEOPLE MANAGEMENT:

  • Build & maintain a solid & respectful relationship with each individual who is part of the call centre structure.
  • Document performance agreements for each direct report.
  • Intraday & realtime (hourly) monitoring of KPIs.
  • Daily extraction & distribution of team KPI stats.
  • Daily monitoring and documented coaching of underperformers.
  • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QA's, Manager, and relevant stakeholders, if needed).
  • Weekly documented coaching/feedback on CLO's performance.
  • Ensure JD, KPI, expected standards are imbedded.
  • Performance Management of CLO's.
  • Ensure frequent engagement and alignment on daily expectation.
  • Conduct remote live listens of at least 35 calls per week per CLO area.
  • Conduct monthly performance reviews and set SMART goals and objectives.
  • Manage, Motivate, Coach and Develop direct reports.
  • Celebrate success and recognize the contributions of all team members.
  • Assist in championing the need for continuous improvement.
  • Ensure each CLO reads, clarifies & applies communication.
  • Ensure proactive scheduling of training activities.
  • Conduct crucial conversations (difficult discussions).
  • Work closely with the HR Team to comply to the BCOE & LRA.
  • Document all performance related discussions.
  • Identifies and solves problems creatively whilst demonstrating a highlevel integrity in line with the company's core Values.
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
  • Ensure accurate, valid & complete records as input to Disciplinary Enquiries.

CUSTOMER LIAISON MANAGEMENT:

  • Ensure high standards of product knowledge and adherence to documented processes.
  • Monitor and manage the resolution of customer complaints within the CRM platform.
  • Be available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in).
  • Take full ownership to resolve an escalated query (endtoend) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
  • Drive a customer first culture across the team.
  • Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
  • Stay up to date with the relevant information and knowledge of all products, policies, procedures and processes.

INTERNAL LIAISON AND EXECUTION:

  • Manage backorders on a continual basis to accurately reflect OTIF.
  • Provide timeous feedback to customers on order delays.
  • Ensure that the team meets productivity targets daily.
  • Provide input to weekly & monthly reports as required by the Line Manager.
  • Manage internal stakeholders by sharing update on open orders and status of potential failures, complains and open order report.

CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING:

  • Provides advice and guidance to Management on internal stakeholder related matters.
  • Implements and monitors the stakeholder management systems. (Reporting)
  • Ensures the effective, efficient, economical and transparent use of financial and other resources.
  • Contributes to the budget preparation process.
  • Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
  • Acknowledgement & publicizing achievements of excellent performers.
  • Visible display and management of performance and progress.

GOVERNANCE & COMPLIANCE:

  • Conform and adhere to Health and Safety standards as per legislative requirements.
  • Establishes and maintains effective working relationships through collaboration with stakeholders and relevant interests.
  • Report any Health and Safety concerns/incidents in the workplace to the manager / Health and Safety Representative.
  • Ad hoc and stand in duties as requested by Line Manager.
  • Manages relationships in accordance with policies, procedures, and legal requirements.
  • Document or save communication and orders accordingly for follow up and compl

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