Manager Technical Roodepoort

2 weeks ago

Roodepoort, Gauteng, South Africa MH Solutions Full time
Introduction

To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness. The Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.

Duties & Responsibilities

Duties:

  1. Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
  2. Ensure seamless and consistent customer service across all channels.
  3. Operational Leadership:
  4. Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
  5. Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels.
  6. Technical Expertise and Product Ownership:
  7. Serve as a subject matter expert in resolving complex technical queries related to companies' services.
  8. Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency.
  9. Customer Experience and Self-Service Advancement:
  10. Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels.
  11. Promote and develop self-service options to empower customers and reduce dependency on direct call centre engagement.
  12. Cost Management and Efficiency:
  13. Strategise and implement cost-saving and efficiency-improving measures without compromising service quality across all operations.
  14. Identify and rectify inefficiencies within call centre operations, ensuring a streamlined and cost-effective service model.
  15. People Management and Leadership:
  16. Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability.
  17. Ensure the supervisory team is well-organised, performance-driven, and adept at handling escalations and complex customer interactions across various communication channels.
  18. Supervisory / Leadership / Managerial:
  19. Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries across various channels.
  20. Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators such as call volume reduction, first call resolution, Average Wait Time (AWT), Customer Satisfaction (CSAT), and occupancy rates.
  21. Implement a robust framework for monitoring and enhancing performance across all customer interaction channels, fostering a culture of continuous improvement.
  22. Cultivate a workplace environment that prioritises professionalism, commitment, and a customer-centric approach, encouraging team members to take ownership of customer experiences.
  23. Invest in the ongoing development and career progression of team members, identifying and nurturing future leaders within the contact centre, and ensuring a pipeline of talent to sustain operational excellence.
Desired Experience & Qualification

Requirements:

  1. Education:
  2. Minimum of 3-year relevant degree/diploma.
  3. Diploma in Information Technology, Computer Science, Engineering, advantageous.
  4. Experience:
  5. Minimum of 8 years' experience in managing a call centre.
  6. Must have managed a call centre with over 60 agents.
  7. Familiarity with software systems, processes and controls used in call centre.
  8. Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy.
  9. Team Leadership & Development: Decision-making, collaboration, communication, interpersonal understanding and conflict management skills.
  10. Principles of Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting staff requirements.
  11. Analytical Thinking: Problem-solving and reasoning skills.

Should you not receive a response within 10 working days, please consider your application as unsuccessful.

For any enquiries please call 012 346 1950.

Package & Remuneration

R66 000 pm

#J-18808-Ljbffr

  • Agricultural Technical Sales Manager Roodepoort

    1 week ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Agricultural Technical Sales Manager RoodepoortCompany: Aim PersonnelCompany Description: Recruitment Agency, placing personnel/staff at companies who have vacant positions available.Contract Type: Full TimeExperience Required: 5 to 10 yearsEducation Level: BachelorNumber of vacancies: 1Job DescriptionAgricultural Technical Sales Manager – Roodepoort –...

  • Agricultural Technical Sales Manager Roodepoort

    3 weeks ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Agricultural Technical Sales Manager – Roodepoort – R83 000Must have a Agricultural degree (M.Sc. Agric, B.Sc. Agric). Min 5 years' sales experience in an agricultural. Responsible for Sales and Marketing, clients in SA and Africa. Ensure quality, price, delivery of products and services, client relationships, after sales support services to clients....

  • Technical Agronomist

    1 week ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    About the Job:We are looking for a skilled Agricultural Technical Sales Manager to join our team in Roodepoort.Key Responsibilities:Responsible for the sales and marketing of agricultural products in SA and Africa.Ensure timely and effective delivery of products and services.Maintain strong relationships with existing clients and identify new business...

  • Electrical Engineering Technical Support Roodepoort

    2 weeks ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Electrical Engineering Technical Support - RoodepoortQualified Electrical Engineer with experience in bakery or catering equipment machinery. Implement medium to large projects, co-ordinate technical, spares and installation teams.

  • Roodepoort Agricultural Technical Specialist

    5 days ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    OverviewAim Personnel is a reputable recruitment agency dedicated to matching skilled professionals with rewarding job opportunities in the agricultural sector.Sales and Marketing ExpertiseWe are currently seeking a seasoned Agricultural Technical Sales Manager to lead our sales efforts in Roodepoort. The ideal candidate will have a strong background in...

  • Production Manager Roodepoort

    3 weeks ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Production Manager – Roodepoort – R40 000ctcMust have minimum 6 yrs experience in the rubber manufacturing/production industry. Ensure parts is produced, moulds are changed correctly as per mould change check-list. Annual KPI's are met. Mail a detailed CV ASAP

  • maintenance manager roodepoort

    4 days ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    MAINTENANCE MANAGER – ROODEPOORT - SALARY RNEGMaintenance planning. Experience with Press-Brakes, Welding & grinding equipment, general Plumbing, electrical circuits/boards/equipment, Building, Wet Spray Plant, Powder-coating line, Aluminium Etching Plant. Knowledge of forklift, trucks & vans with ability to troubleshoot & service/repair. ISO requirements....

  • Maintenance Manager Roodepoort Salary Rneg

    1 week ago

    Roodepoort, Gauteng, South Africa AIM Personnel Services Full time

    MAINTENANCE MANAGER – ROODEPOORT - SALARY RNEGDevelop & implement maintenance plans. Schedule maintenance activities. Manage maintenance staff. Experience & knowledge of Press-Brakes, Welding & grinding equipment, general Plumbing, electrical circuits/boards/equipment, Building, Wet Spray Plant, Powder-coating line, Aluminium Etching Plant. Troubleshoot &...

  • Production Manager – Roodepoort – R40 000ctc

    2 days ago

    Roodepoort, Gauteng, South Africa Aim Personnel Services Full time

    Production Manager Roodepoort R40 000ctc

  • Senior Electrical Support Specialist

    2 weeks ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Job TitleSenior Electrical Support Specialist - Roodepoort RegionJob SummaryWe are seeking a seasoned electrical engineer to provide technical support services to clients in the Roodepoort region. The successful candidate will have extensive experience in electrical engineering, preferably in the bakery or catering equipment industry.Key...

  • Production Manager Roodepoort R45 000 p/m

    4 days ago

    Roodepoort, Gauteng, South Africa AIM Personnel Services Full time

    Production Manager Roodepoort R45 000 p/m Company: AIM Personnel Services Company Description: Recruitment Agency / Personnel Consultancy. We advertise jobs that we receive from our clients to assist them in finding the right candidates for the vacancies they have. Contract Type: Full Time Experience Required: 5 to 10 years Education Level: ...

  • Financial Director Roodepoort

    5 days ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Financial Director - Roodepoort - R108 300Must be a CA(SA) with mininmum5 years post articles in a manufacturing, production, industrial environment. Must have stock management, budgets and forecasting. Mail a detailed cv asap

  • Production Manager Roodepoort R45 000 p/m

    1 week ago

    Roodepoort, Gauteng, South Africa AIM Personnel Services Full time

    Production Manager Roodepoort R45 000 p/mCompany: AIM Personnel ServicesCompany Description: Recruitment Agency / Personnel Consultancy. We advertise jobs that we receive from our clients to assist them in finding the right candidates for the vacancies they have.Contract Type: Full TimeExperience Required: 5 to 10 yearsEducation Level: Grade 12Number of...

  • Production Manager Roodepoort R45 000 p/m

    2 weeks ago

    Roodepoort, Gauteng, South Africa AIM Personnel Services Full time

    PRODUCTION MANAGER - ROODEPOORT – R40 000Matric with Production Management Qualification & 5 years+ experience in rubber industry. Able to work Night-shift when required. Plan, implement, review, adjust & control the production schedule, set & manage production budgets & implement cost control programs. Manage production team. Evaluate machinery...

  • Production Manager Roodepoort R45 000 p/m

    3 weeks ago

    Roodepoort, Gauteng, South Africa AIM Personnel Services Full time

    PRODUCTION MANAGER - ROODEPOORT – R40 000Matric with Production Management Qualification & 5 years+ experience in rubber industry. Able to work Night-shift when required. Plan, implement, review, adjust & control the production schedule, set & manage production budgets & implement cost control programs. Manage production team. Evaluate machinery...

  • Roodepoort Agronomic Sales Specialist

    1 week ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Job Title: Agricultural Technical Sales ManagerLocation: RoodepoortJob Type: Full TimeYears of Experience: 5 to 10 yearsEducation Level: Bachelor's DegreeNumber of Vacancies: 1Job DescriptionThis role involves the sales and marketing of agricultural products in South Africa and Africa.Key responsibilities include ensuring quality, price, delivery of products...

  • Diesel Technician – Roodepoort

    4 weeks ago

    Roodepoort, Gauteng, South Africa Bonafide Human Capital Full time

    Our well-known automotive vehicle dealer client based in Roodepoort currently holds a vacancy for a qualified Diesel Technician.This position will be suited to an experienced person who has excellent vehicle diagnostic and fault-finding skills and the ability to ensure that repairs are performed correctly and efficiently and that the service department...

  • Design Draughtsman Roodepoort

    3 weeks ago

    Roodepoort, Gauteng, South Africa Aim Personnel Full time

    Design Draughtsman – Roodepoort – R20 800ctcQualification in mechanical drafting, Sheet Metal design experience on SolidWorksNew product development, design changes to existing products, processing production, ready drawing packs, review and verify component requirements and bills of materials. Must have CAD, Solid Worx, Lantek, Cypcut and worked with...

  • Treasurer Roodepoort

    1 week ago

    Roodepoort, Gauteng, South Africa Phakisa Holdings (Pty) Ltd Full time

    Phakisa Holdings is currently seeking a Treasurer in the Constantia Roodepoort area. Duties & Responsibilities Coordinate and execute specialist treasury front office services, including cash management and liquidity risk. Manage key treasury relationships with strategic corporate and business unit staff, such as finance directors and senior finance...

  • Warehouse Manager Roodepoort

    2 weeks ago

    Roodepoort, Gauteng, South Africa Dante Group Pty Ltd Full time

    Warehouse Manager Reference: MID015613-KD-MI-1 Are you ready to take on a dynamic role in the construction equipment industry? Our Client based in Roodepoort is seeking a highly motivated Warehouse Manager to oversee our operations and drive excellence in our logistics processes. Purpose of the Position: Manage day-to-day warehouse operations, including...