Customer Service Campaign Manager

The role: Are you as passionate about customers as we are? The Customer Service Campaign Manager takes pride in ensuring that the best customer service is provided and supported by handling customer queries and concerns with the highest degree of courtesy and professionalism. Ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? This could be the job for you The detail: Management Manage day-to-day running of the Customer Service campaign covering all key performance areas. Manage talk time through Team Leaders. Manage attendance through the Team Leaders with the assistance from HR. Develop Team Leaders with assistance from Training department. Maintain discipline and recommend and administer corrective action according to policy and procedures. Ensure Team Leaders keep proper documentation on all customer service experts in the team. Responsible for the planning and management of leave rosters in conjunction with the Team Leaders. Provide reporting on all aspects of the campaign to management on a daily, weekly and monthly basis as directed management. Ensure operational issues that impact customers are logged with the relevant team to ensure they are resolved timeously. Management of ticketing, ensuring SLA’s are met. Client SLA Management, ensuring that all SLA’s are met monthly. Management of all referrals, ensuring that Team Leaders have addressed them within SLA Customer communication management, ensuring these are schedule to ensure little impact to call centre Management of CSAT, ensuring that negative ratings are addressed timeously. After hours support including logging and management of customer impacting operational issues. Liase with technical teams ensuring that technical issues that impact customers or customer platforms ie website, are addressed. Highlighting of any network related issues, ensuring that business are aware. Leadership & Motivation Provide Team Leaders with clear direction through individual/team objective setting. Create an environment in which the customer service experts can feel motivated and achieve optimum results. Initiate, coordinate, and roll-out incentive plans. Enforce company policies and procedures, ensuring compliance to these. Customer Care Ensure adherence to customer service processes. Stay abreast of new product development/knowledge. Monitor and track Team Leaders and their targets. Resolve escalated related queries. Weekly Team Reviews Analyse individual customer service stats. Direct and schedule the weekly review session. Discuss performance management actions to be taken with specific customer service–recommend coaching and development plan as well as PIP where relevant. Team Leader coaching development plans, to ensure that Team Leaders can identify good and bad trends. Training Coordinate/communicate training sessions. Assist Training department in identifying poor performance, as well as patterns and trends in good performing customer service. Client Management End of Day/Week reporting to ensure Client is updated on stats achieved. (Frequency is to be determined by the client) Collate all information needed for monthly reporting. To report monthly on the various campaigns. These reports will be used for exco reporting Submit reporting to clients monthly as well as meet monthly with clients to review stats Manage client relationships Responding to client queries timeously Are you this person? Have you completed Matric (NQF 4) Do you have a minimum of 3 years' experience in customer service management role, within a contact centre environment? Ignite your career TODAY #J-18808-Ljbffr