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Call Centre Manager

3 months ago

Germiston, South Africa Staff Solutions Recruitment Full time
Educational Qualifications:
  • Degree or Diploma Business Management or related field.
Experience:
  • 5 years management experience in a Call Centre environment
Knowledge and Required Skills:
  • Computer Literacy (MS Office Suite).
  • Knowledge of SAP ERP Systems.
  • CRM platforms (Salesforce advantageous)
  • Knowledge of BI Platforms
  • Familiar with Social platforms & complaints handling
  • Knowledge of Call Centre Management systems.
Duties:
  • 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.
  • Intra-day & real-time (hourly) monitoring of KPIs.
  • Daily extraction & distribution of team KPI stats.
  • Daily monitoring and documented coaching of under-performers.
  • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training.
  • QAs, Manager, and relevant stakeholders, if needed).
  • Weekly documented coaching/feedback on CLOs performance.
  • Ensure JD, KPI, expected standards are imbedded.
  • Performance Management of CLOs.
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
  • Ensure frequent engagement and alignment on daily expectation.
  • Ensure that the team meets productivity targets daily.
  • Conduct remote live listens of at least 3-5 calls per week per CLO area.
  • Conduct required 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 pro-active scheduling of training activities.
  • Conduct crucial conversations (difficult discussions)
  • Apply progressive performance management, if applicable
  • Work closely with the HR Team to comply to the Basic Conditions of Employment Act (BCOE) & Labor Relations Act (LRA).
  • Document all performance related discussions.
  • Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with company core Values.
  • 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 (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
  • Drive a customer first culture across the team.
  • Provide timeous feedback to customers on order delays.
  • 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 company products, policies, procedures and processes.
  • Internal Liaison and Execution: Manage backorders on a continual basis.
  • Provide timeous feedback to customers on order delays.
  • Ensure that the team meets productivity targets daily. (Number of calls per person, orders captured, queries
    resolved, follow up calls and engagements).
  • 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.
  • 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 compliance purposes.
  • 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