Call Centre Manager Johannesburg, South Africa

4 days ago

Johannesburg, Gauteng, South Africa Abantu Staffing Solutions Full time
Job Title: Call Centre Manager

Company: Genpact South Africa Proprietary Limited

Location: 3rd Floor, 26 Girton Road, Parktown, Johannesburg, 2193

Minimum Requirements:

  • 5 years management experience in a Call Centre environment
  • Proficiency in three or more of the 11 official SA languages will be beneficial
  • Computer Literacy (MS Office Suite)
  • Knowledge of SAP ERP Systems
  • CRM platforms (Salesforce advantageous)
  • Knowledge of BI Platforms
  • Familiar with Social platforms & complaints handling

Responsibilities:

  • 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, QA's, Manager, and relevant stakeholders, if needed).
  • Weekly documented coaching/feedback on CLO's performance.
  • Ensure JD, KPI, expected standards are imbedded.
  • Performance Management of CLO's.
  • Ensure frequent engagement and alignment on daily expectation.
  • Conduct remote live listens of at least 3-5 calls per week per CLO area.
  • Conduct monthly 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.
  • Apply progressive performance management, if applicable.
  • Work closely with the HR Team to comply to the BCOE & LRA.
  • Document all performance related discussions.
  • Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with core Values.
  • Ensure accurate, valid & complete records as input to Disciplinary Enquiries.
  • 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.
  • Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts. (People Management)
  • Manage backorders on a continual basis to accurately reflect OTIF.
  • Provide timeous feedback to customers on order delays. (Customer)
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