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Contact Centre Manager
2 weeks ago
Main job purpose
Responsible for the planning, management, execution and tracking of all Customer Contact Centre related activities including but not limited to reporting, systems and process management, resource management and productivity efficiencies and improvements, shift management, compliance to internal and external requirements toward exceptional relationships that drive service excellence and the achievement of business objectives.
Main Objective
Develop a strategic plan the team will use to reach its goal, by evaluating performance against key metrics that are essential for business customer centric performance (accuracy, call waiting time, service levels etc.).
Conduct effective resource planning to maximise the productivity of resources, including after hour and disaster recover management, by analysing call arrival patterns and historical data.
Assume responsibility of budgeting and tracking expenses by monitoring expenditure in order to ensure maximum efficiency is achieved by the contact centre.
Prepare reports for different departments and management, in order to provide visibility on performance, using the telephony and Customer Relationship Management (CRM) reporting tools.
Manage the service recovery desk with excellent delivery on recovery, in order to promote the business objective of Low Effort Customer Experience (LEX).
Stakeholder engagement and relationship management, by constant and effective communication with Insurers and business.
To ensure staff are effectively managed and held accountable through performance and disciplinary procedures, and that staff are developed and mentored through the talent management and IDP processes.
Critical job requirements
Qualification(s)
- Grade 1
- Relevant Business orientated degree
Knowledge
- Performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Basic financial analysis
- Process engineering
- Contact centre methodologies and best practice
Skills
- Microsoft Office Suite
- Conflict Management
- External relationship management
- Key Performance Indicators Management
- Knowledge of ability to do performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problemsolving ability
- The ability to establish rapport with people at all levels
- Have a Passion for Customers
- Have initiative to seize opportunities
Experience
- 810 years experience within a corporate environment
- Experience in customer service
- 58 years experience in similar management role and relevant industry environment
- Proven experience as call center manager or similar position
Ability to commute/relocate:
- Bedfordview, Gauteng: Reliably commute or planning to relocate before starting work (required)
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