Call Centre Operations Lead

5 days ago

Sandton, South Africa Bluespec Holdings Full time

**Job Purpose**

Monitoring the daily functions within the departments to ensure that agreed SLA and daily targets is being adhered to and maintain the relationships between the clients and the business.
- Monitor and encourage staff by tracking daily progress.
- Building strong relations internally and externally.
- Dealing with escalations to ensure they are concluded.
- Attending monthly client meetings.
- Track and encourage release negotiations for company cost savings.

**Responsibilities**

**1.Manage and plan the day to day activities of all staff**
- Ensure that team is fully functional to carry out daily tasks and set deadlines to ensure that specified targets are set.
- Ensure that the team understands what is required of them and addresses concerns and possible escalations to be dealt with proactively in daily staff meetings.
- Assist in resolving escalations from both the client and service providers.
- Monitor cases and the workflow of agents and team leaders to maximum productivity.
- Manage cases within and out of SLA agreements to ensure they are resolved.
- Ensure that feedback is given to customers and clients as well as internally on resolution of cases.
- Monitor internal communication.
- Liaise with group procurement to resolve queries with problematic service providers mainly for incorrect destinations.

**2.Financial aspects**
- Ensure daily payments to NON-FAM service providers are loaded and released timeously each day to avoid additional costs.
- Authorization of refunds daily once an observation has been concluded and the verification of the details have been received.
- Sign off on financial losses within the departments once investigations are completed.
- Ensure that upliftment salvage cases are completed timeously.
- Assisting both debtors and creditors departments with queries.
- Ensuring and managing disputes and providing supporting documentation to resolve queries.
- Assisting to ensure there is claim numbers for invoicing.
- Overseeing the posting & linking of cases.

**3.Reporting**
- Cleaning and double-checking accuracy of reports to clients for monthly reports.
- Internal reporting to measure staff productivity daily and targets are being achieved.
- Internal management reporting to present progress within the departments.
- Manage release and customer care department reports and timelines for client expectations.
- Negotiation reports to determine cost savings within the release department.
- Monthly Reporting for all clients to track activity for the month to assist in improving shortfalls and to look at ways to improve reoccurring problems.

**4.Negotiating invoices**
- Assist with costing provided by non-FAM service providers by reducing the rates charged to agreed or standard market related rates where team leader and agents are unsuccessful.

**5.Escalations**
- Assisting with escalations from higher management and clients and providing support within the departments in getting urgent matters resolved.

**6.Human Resources function**
- Discipline and take corrective action according to Group standards.
- Ensure all leave forms are approved and authorized and plans are made to ensure that there are no backlogs when staff are on leave.
- Submit overtime monthly.
- Ensuring there is capacity within the departments.
- Ensure time keeping and attendance requirements are being adhered to.
- Conduct quarterly performance discussions with staff members individually.
- Maintain/update and implement internal controls and procedures.
- Monitor and track individual performance.

**Requirements**:

- 5 - 7 years’ experience in operations and management as well experience in client liaison
- Matric
- Microsoft Office
- Intermediate
- Dreamtec
- Salesforce
- TGS yard portal
- First Call

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