Contact Centre Manager

IMPORTANT CONTACTS/LIAISES WITH:

ADVISES (IF APPLICABLE):

• Zone Donor Managers
• support services departments
• Heads of Donor Relations
• Collections Managers
• Marketing Communications and Brand
• Social Media Specialist
• Medical Donor Services
• External suppliers
• Donors

SPECIAL CIRCUMSTANCES (E.G. TRAVEL, WORKING AFTER HOURS ETC.)

SPECIAL CIRCUMSTANCES (E.G. TRAVEL, WORKING AFTER HOURS ETC.)

BUDGET MANAGEMENT (IF APPLICABLE, APPROXIMATE VALUE)



Operational budget per annum

R15 000 000 R25 000 000



Capital expenditure per annum

R1 000 000 R5 000 000

• Number of staff reporting to job holder directly

11

• Number of staff reporting to job holder indirectly

81

• Number of roles/ positions reporting to job holder directly

2

• Number of roles/ positions reporting to job holder indirectly

3

Education

• Management or relevant degree

Experience and knowledge requirements

• 5 Years Senior Supervisory or Management experience
• 5 Years managing a Donor Relations or Contact Centre team
• Quality Assurance experience and training is an advantage

Other (knowledge and skills) , e.g. understanding of relevant legislation; knowledge of relevant company procedures.

• Understanding of National Health Act
• Standards of Practice for Blood Transfusion in SA
• Employee relations
• South African National Standards for customer contact centres

KPA 1

Strategic Planning And Objective Setting Through Establishing, Developing And Managing The Business Plan For The Department

KPI

1.1 Collaborate with Senior Manager: Donor Relations, Marketing, and Communications department and zone management to develop long-term strategic plans for the department.

1.2 Participate in business planning sessions and motivate acceptance of the business plan for the Contact Centre.

1.3 Communicate the plan to stakeholders, negotiate and implement individual service level agreements with various departments.

1.4 Manage activities to ensure that the Contact Centre operating model improves the customer experience whilst delivering an efficient service.

1.5 Effective support of Donor Services in ensuring that collections targets are met and that donor health and retention are prioritised.

1.6 Apply best practices and deliver continuous improvement strategies identified through both internal and external stakeholder feedback.

1.7 Assist the Senior Manager: Donor Relations with the development of national initiatives for the division and develop project plans for implementing agreed decisions.

1.8 Review and where necessary, motivate for amendments to the organisation structure/manpower plans to ensure staff availability to achieve the agreed strategic and operational goals.

1.9 Represent SANBS at stakeholder meetings.

1.10 Evaluate the overall performance of the department in terms of customer engagement, at least bi- annually.

KPA 2

Drive Business Performance Manages the operational objectives of the Contact Centre nationally, to ensure collections to target, donor retention and good customer service

KPI

2.1 Drive proactive quality assurance and take the lead in the development and implementation of policies, procedures and standards within the department.

2.2 Plan and direct all aspects of the Contact Centre policies, operations and initiatives and ensure strategic focus and alignment throughout the department.

2.3 Provide ongoing guidance and direction to the operational environments managed by this role in terms of the areas of focus, opportunities, key targets and relevant policies, legislative and regulatory environments.

2.4 Accountable for driving significant performance and operational improvements across the Contact Centre through the development of the long-term vision and strategy.

2.5 Maintain and improve Contact Centre operations by monitoring actual performance, completing system analyses, and managing process improvement.

2.6 Identify industry best practice processes to realise improved inbound and outbound communication and customer service delivery.

2.7 Generate and present relevant reports.

2.8 Evaluate trends and options within the department and take appropriate and timeous action to minimise impact.

2.9 Ensure alignment with the Stakeholder Management and Communication strategies.

KPA 3

People Management To Achieve Operational Objectives.

KPI

3.1 Conduct performance management and monitor performance on an ongoing basis through mentoring, coaching, and reviews and take appropriate steps to correct problems.

3.2 Track and encourage individual development by identifying learning and development needs & facilitate attendance of relevant programmes.

3.3 Deal with grievances, conflict and disciplinary issues and take appropriate actions per SANBS Policy.

3.4 Ensure regular two-way communication with staff matters such as strategy, values, team building, SOPs, policy changes, etc. to ensure understanding.

3.5 Monitor and track staff time-keeping, absenteeism trends, overtime worked and leave to ensure adherence to HR policies/ procedures/ employee wellness and cost-effective running of the department.

3.6 Provide guidance and support to Contact Centre staff and team leaders in ensuring effective engagement with stakeholders.

3.7 Recruitment and selection of suitable candidates according to manpower plan, recruitment and selection procedures and EE targets.

3.8 Attend meetings and training sessions as required, to remain informed of current field related developments, to promote knowledge sharing.

3.9 Conduct scheduled meetings with direct reports.

KPA 4

Maintain a healthy risk profile within area managed

KPI

4.1 Take responsibility for identifying and managing risks that are relevant to the area, per SANBS Enterprise Risk Management Framework.

4.2 Cultivate a culture of proactive compliance and risk management within the team.

4.3 Ensure that the Contact Centre team is aware of their responsibilities in terms of managing risks and taking ownership of them.

4.4 Manage and oversee the Implementation of Safety, Health, Environment and Quality (SHEQ) programs, policies, and legislation.

4.5 Ensure that necessary accreditation standards are upheld.

4.6 Manage non-conformances, major deficiencies, errors, deviation from SOPs, and compliance with quality control programmes and standards of practice to ensure compliance with scorecard measures.

4.7 Develop and test business continuity plans, and identify and mitigate risks to business continuity to ensure the sustainability of the donor panel and overall customer satisfaction.

KPA 5

Maintain the financial stability and project management within the Contact Centre

KPI

5.1 Identify, initiate and participate in specific projects with internal and external stakeholders on a national level.

5.2 Facilitate development of the Contact Centre budget.

5.3 Ensure that the Department has sufficient resources to deliver on operational and stakeholder commitments.

5.4 Monitor annual resource utilisation and implement strategies to improve the efficient allocation and utilisation of resources within the Contact Centre function.

5.5 Support effective corrective measures to ensure financial control and address negative budgetary variances.