Contact Centre Manager

2 weeks ago

Johannesburg, South Africa Blue Label Telecoms Full time

**ABOUT THE COMPANY**

At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu Approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point-of-sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.

**JOB PURPOSE**

To manage our Customer Interaction Centre in digitisation, process optimisation, and migrating customers to self-service channels. Responsible for overseeing B2B and B2B2C contact centre operations, ensuring seamless customer interactions and promoting the adoption of self-service solutions.

**RESPONSIBILITIES**

**Operations Management**
- Ensure Customer Interaction Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met
- Ensure all service levels and response time targets are met
- Drive customer-centricity through all work plans, schedules, measures, and training activities
- Manage all functions of Customer Interaction Centre delivery and ensure a continuous alignment with the sales agenda
- Design, deliver and maintain all processes and policies relating to resource scheduling and forecasting
- Plan for the most efficient workload and resource schedule
- Monitor and manage quality input into the database
- Ensure tight alignment with support functions to drive best-in-class Finance, HR, and IT practices

**Digitization and Process Optimization**:

- Identify opportunities for digitization within the Customer Interaction Centre
- Streamline manual processes to enhance efficiency and reduce response times
- Implement advanced technologies and tools to automate repetitive tasks and improve overall productivity

**Self-Service Channel Development**:

- Lead the development and implementation of self-service channels such as online portals, chatbots, and mobile apps
- Collaborate with cross-functional teams to design user-friendly interfaces and intuitive self-service options
- Monitor and analyse customer interactions on self-service channels, making continuous improvements based on feedback and data analysis

**Customer Migration Strategy**:

- Develop and execute a customer migration strategy to transition clients from traditional support channels to self-service options
- Provide training and support to customers during the migration process, ensuring a smooth transition and high customer satisfaction
- Monitor the progress of customer migration initiatives and adjust strategies as needed to achieve targets

**Team Leadership**:

- Lead and mentor the Customer Interaction Centre team, fostering a positive and collaborative work environment
- Provide guidance and support to team members, ensuring they have the necessary skills and resources to excel in their roles
- Conduct regular performance evaluations and provide constructive feedback to drive continuous improvement

**Data Analysis and Reporting**:

- Utilize data analytics tools to track key performance indicators (KPIs) related to customer interactions, self-service adoption, and operational efficiency
- Prepare detailed reports and present findings to senior management, highlighting achievements and areas for improvement
- Use data-driven insights to make informed decisions and implement strategies for enhancing customer experiences

**QUALIFICATION**
- Matric
- Bachelor’s degree in Business Management, or related field

**EXPERIENCE**
- At least 5 years call centre management experience
- Customer Service experience
- Proven experience in contact centre management with a focus on digitization and self-service channel development
- Background in process optimization and automation, preferably in a B2B environment
- Excellent leadership and communication skills, with the ability to inspire and motivate team members
- Proficiency in data analysis and reporting, with a keen eye for detail and accuracy
- Demonstrated ability to collaborate with cross-functional teams and drive initiatives to completion
- Knowledge of customer relationship management (CRM) systems and contact centre technologies
- Flexibility around time and capacity

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