Frontline Manager

3 days ago

Cape Town, South Africa Engen Full time

**Purpose of the Job**:
Oversee the call centre inbound operations and pre-defined business and customer satisfaction standards.

**Who You Are**:

- You are self-motivated individual with strong business acumen
- You are an expert in people management and have managed other team dynamics
- You have experience in IR related matters with focus on team management
- You are passionate about breaking barriers and are customer centric focused
- You have excellent communication, interpersonal skills with exceptional stakeholder engagement skills and experience
- You have a reputation for transparency, integrity and you are trustworthy
- Demonstrate Engen’s PCB values

**What you’ll have done before**:

- Baseline:
- NQF Level 7 (BCom or Equivalent)
- 5 years’ experience in Call Centre Operations
- 3 years Supervisor or Call Centre Management experience/Exposure

**Exciting Challenges you might face in the role**:

- The rate of staff turnover
- Continuous training of new employees
- Achieving the set Service Level Agreement (SLA)
- Driving performance of the frontline team through effective management of the frontline team leads.

**What you’ll be doing**:

- COMMUNICATION AND QUALITY ASSURANCE:
- Communicates business changes that affect customer service delivery
- Ensures relevant communication is disseminated to all affected stakeholders
- Investigates and recommends optimum communication channel
- Packages information to be communicated in an appropriate format
- Provides expert advice and guidance on compliance issues
- Investigates interactions reported by internal and external customers
- Reviews CSC business processes at agreed intervals to ensure applicability

OPERATIONAL MANAGEMENT AND CHANGE MANAGEMENT:
- Identifies and recommends improvement initiatives e.g. processes, structures or procedures
- Compiles a daily operational checklist and distributes to team leaders
- Manages available resources to achieve performance targets
- Analyses data contained in various reports, adds business intelligence and compiles monthly reports
- Identifies potential synergy opportunities across business units regarding CSC processes and practices
- Analyses CSC survey results from business and customers
- Ensures strict adherence to Health Safety & Environment standards, guidelines and policies
- Ensures that change management initiatives are implemented and managed
- Manages effective communication regarding any change initiatives to targeted groups

BUSINESS PLANNING:
- Creates a business plan for area of responsibility
- Ensures the effective implementation of a business plan for area of responsibility
- Tracks actual performance against business plan

CUSTOMER/STAKEHOLDER MANAGEMENT AND CONTRACTOR MANAGEMENT:
- Ensure Job Family/Divisional alignment with customer and stakeholder strategy and policy
- Engage Internal and external stakeholders on service/delivery needs
- Ensure related SLA's in place and adhered to

HR PROCESSES COMPLIANCE:
- Ensure compliance to HR policies and procedures when managing HR related issues
- Engage in resourcing requirement processes: recruitment/job profiling/job evaluation
- Develop Individual Development Plans to enable employee career plans
- Conduct 6 monthly performance review and talent management discussion
- Manage Team Delivery based on performance plans
- Foster team building
- Coach and mentor team

**Location: Cape Town**:
**Job Advert Closing Date**: All job adverts close five days after date posted

**Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.**

**Important Information**:

- The appointment will be made in line with Engen's Employment Equity Strategy.
- Engen reserves the right not to make an appointment.

**Job Segment**:HR, Change Management, Manager, Human Resources, Management

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