Contact Centre Manager

6 months 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

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Jobted ZA C2 Full time

    We know it takes a special magic to thrive in the high-pressure and customer-focused contact centre environment. Are you the dynamic leader with a passion for driving exceptional customer service and operational excellence were hunting for? Our well-established client requires a Contact Centre Supervisor to oversee and optimize the performance of a...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Jobted ZA C2 Full time

    One our international clients within travel / tourism / hospitality industry is seeking an experienced Contact Centre Supervisor to manage a team of 49 staff. The role is based towards the Woodmead area. Qualifications and experience: - 1+ years in a Team Leaders roll in a call centre within the South African office - Experience in quality assurance and...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time

    We know it takes a special magic to thrive in the high-pressure and customer-focused contact centre environment. Are you the dynamic leader with a passion for driving exceptional customer service and operational excellence were hunting for? Our well-established client requires a Contact Centre Supervisor to oversee and optimize the performance of a...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time

    We know it takes a special magic to thrive in the high-pressure and customer-focused contact centre environment. Are you the dynamic leader with a passion for driving exceptional customer service and operational excellence were hunting for?Our well-established client requires a Contact Centre Supervisor to oversee and optimize the performance of a...

  • Contact Centre Manager

    1 month ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    Job Purpose:The role of the Team Leader is to lead, guide, coach and support the team to achieve the operational outputs. Managing a team of Contact Centre agents in a proactive, visible and participative style. Ensuring that customers are provided the best possible experience through quality management. Providing full support to the Contact Centre...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    One our international clients within travel / tourism / hospitality industry is seeking an experienced Contact Centre Supervisor to manage a team of 49 staff. The role is based towards the Woodmead area.  Qualifications and experience:  1+ years in a Team Leaders roll in a call centre within the South African office Experience in quality assurance and...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    One our international clients within travel / tourism / hospitality industry is seeking an experienced Contact Centre Supervisor to manage a team of 49 staff. The role is based towards the Woodmead area. Qualifications and experience: 1+ years in a Team Leaders roll in a call centre within the South African officeExperience in quality assurance and...

  • Contact Centre Supervisor

    1 month ago

    Johannesburg, South Africa South Point Management Services (PTY) Ltd. Full time

    **GENRELA PURPOSE** **PRINCIPAL RESPONSIBILITIES** - Drive results through others - Meeting and exceeding sales and service objectives **GENERAL RESPONSIBILITIES** **Operations** - Ensure the effective and efficient running of the Call Centre. - Ensure that the contact centre KPIs are met. - Keep up to date with business development and new product...

  • Contact Centre Advisor

    7 months ago

    Johannesburg, South Africa Job Crystal Full time

    A payment solutions provider is looking for a Contact Centre Advisor to protect and promote the business and interest of the company and to preserve its reputation and goodwill at all times. **DUTIES & RESPONSIBILITIES, NOT LIMITED TO**: - Managing inbound and outbound calls within the Service Level Agreement (SLA) - Responding in a timely manner to client...

  • Contact Centre Manager

    8 months ago

    Johannesburg, South Africa EMPIRE RECRUITMENT Full time

    Are you a dynamic and driven individual with a passion for leading teams and delivering exceptional customer experiences? Look no further! We are thrilled to present a remarkable opportunity for a Call Centre Manager.About the Role:As a Call Centre Manager, you will play a pivotal role in overseeing the daily operations of our client's call centre and its...

  • Senior Contact Centre Operations Manager Position

    4 weeks ago

    Johannesburg, Gauteng, South Africa Energy At Work Full time

    We are currently recruiting for a senior contract position with one of our clients in the field of contact centre management. The ideal candidate will have extensive experience managing large-scale teams and operations.Job Description:As a Contact Center Manager, you will be responsible for overseeing the daily operations of our client's contact centre,...

  • Contact Centre Agent

    6 months ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 72948 **Job Type** - Permanent **Job Title** - Contact Centre Agent **Computer Skills** - MS Office **Industry** - Service **City** - Johannesburg (CBD) **Province** - Gauteng **CONDENSED LIST OF DUTIES**: - Handle telephone queries. - Record all calls received. - Attend to all claims queries received for the Funds. - Utilising the...

  • Contact Centre Agent

    7 months ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 71223 **Job Type** - Permanent **Job Title** - Contact Centre Agent **Computer Skills** - MS Office **Industry** - Service **City** - Johannesburg **Province** - Gauteng **CONDENSED LIST OF DUTIES**: - Handle telephone queries. - Record all calls received. - Attend to all claims queries received for the Funds. - Utilising the...

  • Contact Centre Operations Leader

    4 weeks ago

    Johannesburg, Gauteng, South Africa iSON Xperiences Full time

    Unlock a rewarding career with iSON Xperiences as a seasoned Contact Centre Operations Leader!About the RoleWe are seeking an experienced and charismatic leader to drive our Call Centre operations forward. As a key member of our team, you will be responsible for leading high-performing teams to meet challenging service level agreements (SLAs) and exceeding...

  • Contact Centre Advisor

    4 weeks ago

    Johannesburg, South Africa FirstRand Full time

    Job Description To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved - Drive significant growth and profitability in the context of cost...

  • Contact Centre Team Lead

    7 months ago

    Johannesburg, South Africa Computershare Full time

    **Johannesburg - Hybrid** This is a hybrid position primarily based in Johannesburg, South Africa. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working **We give...

  • Senior Contact Centre Operations Manager

    1 month ago

    Johannesburg, Gauteng, South Africa iSON Xperiences Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Contact Centre Operations Manager to lead our Randburg Office team in delivering exceptional customer service.

  • Senior Contact Centre Manager

    2 days ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    We are seeking an experienced Senior Contact Centre Manager to lead our US Contact Centre team. This key role involves managing night shifts to align with US business hours and requires a strong understanding of US culture.Job Summary:Lead and manage a team of contact centre agents to deliver exceptional customer experiences.Develop and implement strategies...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Job Purpose: The Supervisor is responsible for managing the team's daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal). Motivate staff to maximize sales opportunities, exceeding revenue targets. Monitor performance through bookings, phone reports, and monthly Key Performance Assessments,...

  • Contact Centre Supervisor

    2 weeks ago

    Johannesburg, South Africa Isilumko Staffing (JHB) Full time

    Job Purpose:The Supervisor is responsible for managing the team's daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal). Motivate staff to maximize sales opportunities, exceeding revenue targets.Monitor performance through bookings, phone reports, and monthly Key Performance Assessments,...