Commercial Contact Centre Manager

4 weeks ago

Midrand, South Africa Fidelity Services Group Full time

**Vacancy**: Commercial Contact Centre Manager

**People/Function Management**: Duel reporting Commercial / Subscriber

**Major Responsibilities**:

- Handling of inbound and outbound queries escalated to your level.
- Ensure correct and effective booking -communication with internal and external client.
- Ensure great customer service is always delivered in your team.
- Assisting in the planning/implementation of new processes.
- Complete Adhoc paperwork/reporting/tasks as required.
- Work closely within a team to identify/solve queries and staff wellbeing.
- Ensure Team is logged in as per CCC workforce requirements
- Ensure SOP Compliance and Adherence
- Devise ways to optimize processes and keep agents motivated
- Prepare monthly / annual results and performance schedules
- Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
- Adhere to all other CCC policies and procedures
- Drive inter-departmental technical liaison regarding service calls.
- Attending meetings, training, conferences, and workshops when required.
- Manage a dedicated team of Contact Centre Agents in the Commercial Call Centre.
- Keep track of attendance, daily, weekly, and monthly statistics. Paid time off, sick days and annual leave taken.
- Motivate and encourage agent’s trough positive communication and feedback.
- Hire and on-board new agents
- Conduct regular performance reviews and arrange training for under performers
- Ensure a safe and harmonious working environment
- Ensure all escalation processes are followed according to agreed procedure for client service
- Ensure all escalation processes are followed according to agreed procedure for Pulse and Openscape
- Ensure ownership of escalations queries, resolutions, and follow-up
- Investigate ways to upskill Agents
- Coach and train all staff.

**Min Requirement**:

- Grade 12
- Business Management Diploma
- Increase in service revenue and driving service excellence.
- Customer Service experience is essential.
- Understanding National Key Accounts Business in B2B verticals predominantly Retail, Manufacturing, Industrial, FMCG and Banking
- Understanding of Call Centre policies and practices.
- Understand service level agreement.
- Sales experience.
- Proven experience in driving results and exceeding targets.
- Managing a team or Supervisory experience will be advantageous.
- Computer Literate (MS Office, advanced Excel, PowerPoint, Pulse, SAP and Exucugaurd)
- Listener experience advantageous
- Technical knowledge on functionality of security equipment
- Strong Financial Acumen

**Other required Attributes**:

- Integrity and trust
- Action orientated
- Business Acumen
- Attention to detail
- Time Management
- Drive for results
- Strong Interpersonal skills
- High energy levels
- Able to work under pressure, Target driven, Self-motivated and Innovative
- Accurate updating of reports
- Outstanding communication and negotiation abilities as well as Proficient in English
- Strong people management skills
- Knowledge of performance evaluation procedure
- Ability to multi-task
- Objection handling telephonically
- High energy levels

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