Contact Centre Manager

3 weeks ago

Johannesburg, South Africa Energy at Work Projects Full time

An exciting opportunity within Energy at Work Projects is now available We are in search of a **Contact Centre Manager - Client Services**; a highly motivated and organized individual with extreme attention to detail who is looking for a chance to be part of a dynamic organization that offers an opportunity to establish a dynamic career in outsourced services. **Responsibilities include**:
**General Responsibilities**
- Develop objectives for the call center’s day-to-day activities.
- Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses (Incentives)
- Interview and select staff, where applicable for TL placement.
- Coach and provide training to personnel to maintain high customer service and sales standards.
- Monitor and improve contact centre outputs, measurables and processes.
- Evaluate performance with key metrics (Compliance, Performance, Operational Efficiency etc)
- Prepare reports for different departments or upper management.
- Accomplish call center human resource objectives by ensuring that the recruitment processes are followed and selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Ensures service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.

**Contact Centre Responsibilities**:

- Responsible for setting and meeting performance targets for the department relating to speed, efficiency, efficiencies, deliverables and quality.
- Managing the daily running of the call centre in collaboration with the client and team leaders.
- Implementing call centre strategies and operations.
- Handle all escalated customer complaints or enquiries.
- Provide weekly and monthly reporting as per the Managements requests or ensuring that the reports go out from the Data team.
- Maintain and analysing statistical data within the call-centre.
- You are responsible for reviewing the performance of staff, identifying training needs, developing and planning training sessions.
- You are responsible for coaching, motivating, and retaining staff.
- Work with EAW Recruitment to recruit staff when resources are required and attend the alignment sessions with the Project Head and recruitment.
- Set up and facilitating weekly and monthly meetings with the call centre team.
- Develop and implement processes and procedures to enhance productivity within the call centre.
- Ensure effective implementation and compliance of Call Centre customer/operational systems or procedures though leveraging off of the QA team and EAW KI.
- Ensure adherence to risk and compliance standards.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.

**Team Leaders Management**
- Keep an action register for department and follow up on the actions taken daily, in order to track that issues are being resolved. Ensure deadlines are met and that people are accountable for their tasks.
- Carry out regular 1:1’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
- Alert HR to possible issues with each team leader. (Late Comings or mismanagement or any other issues)
- Communicate any alerts, concerns and achievements to management.
- Support Team Leaders to assist with staff measurement.
- Support HR with discipline issues or communication tracking where needed.
- Support Team Leaders to ensure that the TL’s are correctly completing the timesheet details for salaries on the digital platform.
- Check Team leaders reports to ensure that all recorded discussions and Coaching’s for corrective behavior or relating to QA are completed correctly.

**Reporting**
- Ensure communication lines are open between departments and managers.
- Provide feedback to management on a continuous basis.
- Report on above measures. (Action registers etc)
- Implement own reporting systems where needed.
- Liaise with Management for support in reporting and communication.

**Operations**
- Manage day to day operations of the Call Center
- Implement procedures and policies where needed with Management approval.
- Ensure that department is always operational. Track any problems and report to Management daily with

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