Contact Centre Manager

6 months ago

Randburg, South Africa iSON Xperiences Full time

The Contact Centre Manager is responsible to **ensure a one-stop service for assigned clients and allocated Learners and to enhance the overall experience **of the customer.

The Contact Centre Manager is responsible for **establishing strong business relationships** within Isonxperiences functions and to **improve customer service** to achieve the business objectives of the Company.

The Manager will have ongoing **accountability for the operational delivery** of all aspects of the customer services, improving of practices and teams and that staff are adhering to the objectives and measuring individual performance.

**Internal Business Processes**
- Engage with all the relevant line managers
- Conduct workplace preparation workshops
- Ensure all client reports are compiled and distributed as per the requirements
- Conduct pre-moderation to ensure that the workplace provide relevant practical experience to compile the required portfolio
- Manage all workplace site visits
- Advise Training Manager on the latest developments with regards to client products and services
- Advise the Training Manager on the alignment of training content relevant to the market place
- Convey the client requirements to the Training Manager to ensure alignment between theory and practice
- Escalate business opportunities to the Business Development Managers

**Learning and Growth**
- Driving a performance-driven culture where staff perform at optimal levels and exceed performance targets around both productivity and service delivery
- Providing continuous coaching and guidance to team to ensure a thorough understanding of customer service principles and related consequences of non-adherence
- Creating an environment that fosters teamwork and collaboration amongst team members
- Conducting and documenting full performance reviews (including setting of KPAs and training and development needs), together with monitoring and tracking of individual Team Leader performance monthly
- Manage workplace coordinators and assessors
- Manage learner follow-up meetings and mentor sessions to ensure the successful completion of the workplace phase
- Track Learner Further Employment

**Experience**:

- A minimum of 2 - 3 years successful track record in managing an inbound customer service environment
- At least 5 years’ experience as a Team Leader or managing staff in a call centre environment
- 2-3 years’ experience in managing and developing budgets and BPO financial acumen

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