National Contact Centre Manager

11 hours ago

Sandton, South Africa OneCart Pty (Ltd) Full time

**New exciting opportunity at OneCart.**

We are looking to hire an experienced National Contact Centre Manager to develop, implement, manage and oversee OneCart's Contact Centre strategy,, objectives, SLAs and initiatives to provide excellent Customer Service. This includes both the WW Dash and OneCart marketplace contact centres and support for the OneCart field operations.

To oversee daily operations and personnel, aiming for maximum efficiency and cost-effectiveness and working with dissatisfied customers to overcome complex issues.

To collaborate cross-functionally with the technology and operations teams to permanently resolve customer issues using insights from the contact centre.

To work closely with the operations field to improve the shopping of orders and dispatch of deliveries. Additionally, to support shoppers and drivers with issues in the field with regard to orders to ensure successful deliveries according to SLAs to our clients.

To effectively coach and lead the team in achieving the agreed goals by developing each team member's necessary skills to achieve the required results.

**Duties and Responsibilities**:

- Develop a contact centre strategy to ensure the achievement of contract centre SLAs consistently and sustainably as OneCart grows and aligned to Onecart strategic objectives
- Develop a roadmap for both the WW Dash and OneCart Marketplace contact centres to transform via digitisation and best practices
- Develop a plan to support field staff with customer-related issues efficiently and timeously
- Align the contact centre roadmap with the business roadmap to ensure the right coverage and quality
- To keep abreast of Shopping, Dispatch and Customer Service related challenges in order to evaluate systemic operational risks, identify opportunities and deliver innovative solutions.
- Continuous focus on improving SLAs and CSAT (customer satisfaction)
- Identify ways to increase efficiencies and productivity
- Monitor and improve processes and digitisation of the contact centre
- Ensuring the strategic execution of B2C and B2B support
- Develop monthly, quarterly and annual contact centre targets and action plans
- Incident management, root cause analysis and identifying resolutions and opportunities to improve the overall customer service experience
- Ensuring that all stakeholders are informed and aligned on the operational objectives of the business unit.
- Assisting in identifying trends and establishing tactical goals to change performance
- Keep all cross-functional teams updated with insights from tickets and support calls.
- Conduct effective resource planning (capacity requirements and scheduling) to maximise the productivity of resources (people, technology etc.)
- Ensure that motivated and empowered employees resource the team structure
- Ensure optimum staffing levels are maintained.
- Ensuring staff members achieve desired service levels/on Time % target and take corrective action as needed.
- Lead by sound performance management and transformational leadership practices (diversity and inclusion)
- Oversee and lead personal Development Plans for Team Leads.
- Implement practices to motivate staff towards friendly and effective customer support.
- Manage non-performance through the performance process (PIP)
- To manage team delivery based on performance plans and agreed on performance measures
- Actively implement methods and practices for team building
- Promote harmony and teamwork
- Promote knowledge sharing and transfer through informal and formal channels
- Implement relevant and accurate tracking and reporting to have complete visibility of contact centre operations.
- Analyse contact centre statistics daily, weekly and monthly to improve performance towards SLAs and goals
- Prepare reports and analyses to share cross-functionally to improve processes and operations, allocate resources appropriately, and maximise efficiency and customer satisfaction.
- Create and lead high-performance teams
- Take ownership of driving your career development (skills and knowledge)
- Cross-functional team leadership
- Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
- Communicate effectively, maintain relationships
- Follow any lawful and reasonable instruction from your line manager
- Act as part of the Operations team by assisting other members of the team to achieve common goals
- Consistently live and be an example of the Company's values
- Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
- Adherence to the company policies and associated company policies and procedures
- Manage the performance of staff according to best practices, including setting performance standards (KPA, KPI)

**Job Specification**:

- A Business Management qualification would be or relevant qualification in Contact Centre Operations Management
- 4 - 5 Years Proven experience as Contact Centre Manage

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