Contact Centre Manager

2 weeks ago

Pretoria, South Africa TooMuchWifi Full time

**Role overview**:
The TooMuchWifi (“Company”) Contact Center Manager is a middle management role that is responsible for overseeing the Company’s entire Contact Center management process and daily operations. This role presents a unique and exciting opportunity to join and grow within a fast-paced Internet Services Provider Company that offers affordable and reliable internet connectivity to underserved communities within South Africa.

**Key Responsibilities**
- Manage the day-to-day Contact Center operations including the continuous training and upskilling of Contact Center Agents, effective resource planning, and performance evaluation.
- Develop and maintain a “center of excellence” and effective department structure that is built on industry best practices, and delivers superior service and ticket resolution in all verticals.
- Implement and monitor team KPIs, and continuously drive exceptional performance to maintain the Company’s speed and quality standards.
- Implement Net Promoter Score (NPS) measures and customer satisfaction surveys.
- Plan, develop and manage daily, weekly, and monthly shifts and scheduling (including evening and weekend shifts).
- Ensure duty managers are assigned to each shift and attend to escalations in a timely manner.
- Hire, onboard, and train new employees.
- Provide input and manage actions required for the achievement of Service Level Agreements (SLAs).
- Drive digitization efforts and improvement within the Contact Center environment to enhance overall customer experience.
- Collect and analyze Contact Center performance data and trends and provide quality status and performance reports to Line Management.

**Preferred Qualifications**
Degree/diploma in Contact Center Management, Management, or equivalent.

**Relevant Skills / Experience**
- 5+ years experience in Contact Center Management.
- Experience working in the IT or ITC Industry will be an advantage.
- Able to lead and be hands-on with day-to-day Contact Center activities, reporting, and data.
- Proficient in at least two official languages.
- Excellent communicator.
- Passionate about superior customer service and team leadership.
- Advanced computer literacy skills (MS Office, Contact Center software, and systems).
- Analytical and able to interrogate service and ticket management data.
- Attention to detail.
- Experience in scale-ups will be an added advantage.
- Self-starter with a strong work ethic and a sense of ownership and accountability.
- Flexible and able to meet the needs of the Company.

**Salary**: R360,000.00 - R550,000.00 per year

Ability to commute/relocate:

- Pretoria, Gauteng: Reliably commute or planning to relocate before starting work (required)

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