Customer Services Call Centre Manager

2 weeks ago

Cape Town, Western Cape, South Africa BNP Paribas Full time
CUSTOMER SERVICES CALL CENTRE MANAGER (

JOB NUMBER:

CCS MANAGER

Main purpose

Managing the Customer Services Contact Centre by ensuring that it has the required people, processes and technologies to consistently deliver against customer and business expectations.


Key Responsibilities:

  • Managing the daily running of the call centre, including effective execution of the resource plan
  • Setting/meeting performance targets
  • Ensuring all relevant communications and are updated and recorded
  • Liaising with Team leaders and consultants to gather information and resolve customer issues
  • Monitoring random calls to improve quality, minimise errors and track operative performance
  • Coordinating staff recruitment requests and requirements to ensure the department is appropriately resourced
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics of performance levels of the centre and preparing reports on these statistics and performance levels
  • Building and maintaining relationships with internal and external stakeholders to support operational objectives
  • Operating within budget and ensuring expense targets are met
  • Managing complex customer/ partner complaints or enquiries
  • Focus on continuous improvement of processes, tasks and policies
  • Maintaining uptodate knowledge of industry developments and involvement in networks
  • Providing leadership which is inspiring, supportive and motivates employees to achieve goals consistently
  • Coaching and mentoring the team in line with the RCS values to ensure optimal performance, engagement, retention and succession
  • Ensuring that monthly operational risks and control testing is completed as per agreed risk maps

Key Competencies:

  • Strong leader with good coaching and learning facilitation skills
  • Strong customer and partner relationship skills
  • Ability to inspire and ignite optimistic, positive energy
  • Ability to collaborate, integrate and facilitate teamwork
  • Selfmonitoring, personal management and selfdiscipline
  • Patience, endurance and tenacity
  • Strong interpersonal and organisational skills
  • Demonstrated decision making skills in a fastmoving, teamorientated environment

Qualifications, Skills and Experience:

  • Minimum 5 years' experience in a leadership role within a Customer Service Contact Centre(Inbound, Outbound/Admin & Outsourced services) essential
  • Degree/Diploma in Commerce/Credit Management advantageous
  • Proven track record in achieving the Contact Centre KPI's (measurements that contact centre uses to determine the success of the operation)
  • Experience in preparing and intepreting monthly report and present trends essential
  • Financial Services / or Retail Credit experience with knowledge of applicable legislation advantageous
Applications are only valid for this position. Please note that preference will be given to suitably qualified applicants in line with the RCS Employment Equity Plan. People with disabilities are encouraged to apply.

Primary Location:
ZA-WC-Cape Town

Job Type:
Standard / Permanent

Job:

CUSTOMER RELATIONSHIP MANAGEMENT

Schedule:
Full-time

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