Contact Centre Lead

2 weeks ago

Cape Town, South Africa HotelJobs.co.za Full time

Situated within the Central Reservations contact centre office for this luxury international 5* brand based in Cape Town.

Hospitality experience within a luxury brand.

**Business Unit or Division**:
Central Reservations, Europe

Responsible to:
Director of Customer Contact, NEAA & SE

**Responsible for**:
**Contact Centre Team**

**Scope & Purpose**:

- The Contact Centre Leader will act as a support to the Director of Customer Contact and will ensure that the department’s team provide a highly efficient service to every customer who contacts the call centre for travel advice and reservations.
- Through effective coaching, mentoring, development and quality management, the Leader will set objectives to develop and motivate the centre to achieve and exceed expectations.
- Focus on achieving objectives and targets, addressing performance challenges in a timely way, and ensuring that process & quality standards are adhered to, including LQA and other QC requirements. Using data to analyse performance against targets, KPIs and SLAs and above all ensuring that customer exceptional service delivery is at the heart of everything the Customer Contact Centre does.
- ** Main Duties & Responsibilities**:
**Customer Service**
- Managing and leading the travel advisors & service excellence teams in understanding and delivering business objectives, processes and policies. (Conduct and capability).
- Provide robust leadership, such as motivation techniques, performance management, quality improvement measures, and develop initiatives to ensure that the team meets and exceeds targets and expectations.
- Conduct regular 1:1’s, training sessions, coaching and development activities, as demonstrated through an improvement of dashboard metrics.
- Responsible for end to end customer escalations.
- Contribute & deliver personal objectives as agreed in RISE.
- Cultivate and deliver KPIs and measures to ensure performance is delivered in line with customer and business expectations - includes SLAs and conversion.
- Be responsible for Centre engagement by running daily team engagement sessions, team meetings and incentives within the contact centre. This will be reflected through the People Engagement Survey.
- Working in tune with The Director of Customer Contact EMEA & APAC and the Director of Customer Contact Support in delivery of their objectives.
- Being responsible for the centre when no available senior managers are on shift i.e. duty rotation for weekends, covering holidays, absence etc.
- Responsible for coaching behaviours which do not comply with our internal policies and procedures.
- **
Data & Insight**
- Driving improvements in performance through a comprehensive understanding of data.
- Commencing a Development Plan once all other avenues have been exhausted for performance delivery.
- Reporting system bugs and issues to the relevant teams with supporting evidence.
- Test and support development of new systems and initiatives.
- Using all available data to track volumes, products, regions & languages to ensure correct utilisation of resource.
- Quality & Performance
- Using LQA model as a structure, ensure all customer facing teams deliver and exceed the set standard - this will be delivered through coaching and 1-1’s.
- Responsible for call quality performance through frequent side by side/remote monitoring.
- Responsible for conducting targeted daily coaching sessions to increase the team’s knowledge and performance.
- **
Leadership Responsibilities**:

- Create, update and implement departmental standard operating procedures.
- Ensure that operational standards and procedures of the department are adhered to.
- Implement measures and systems to improve cost efficiency and the internal and external customer experience.
- Budget, plan and monitor departmental expenditure.
- Ensure and protect the security and confidentiality of all guest, Employee, and Company information.
- Ensure an up-to-date knowledge of industry developments, and monitor current trends, practices, and systems to make recommendations for improvements.
- Attend Company meetings as required.
- Liaise with other departments and or divisions to ensure good communication and provide support.
- Ensure that regular team meetings are held and that all Company information is frequently shared.
- Communicate any relevant annual, quarterly, or monthly targets and metrics.
- Work towards ensuring high levels of Employee engagement, as well as positively contribute to the Employee engagement levels of the Company overall.
- Promote ongoing learning & development, ensuring that mandatory training is attended by all Employees and all available training opportunities is effectively communicated.
- Identify individual training needs or development opportunities for Employees and action or plan interventions accordingly, in conjunction with Learning & Development and or Human Resources.
- Comply with the prescribed people management requirements and or

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