Liaison Officer

3 months ago


Centurion, South Africa Armojeq Engineering (Pty) Ltd Full time

**Full job description**

**Main Job Function**:
You will manage and direct call centre agents in achieving their required daily duties.
Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching. You must be willing to take escalations and think creatively to keep customer satisfaction at heart.

**Responsibilities**:

- Running and managing the call centre daily.
- Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre
- Relationship Management: Build and maintain strong relationships with internal and external stakeholders. Develop a deep understanding of their needs, expectations, and concerns. Act as their advocate and representative to ensure their interests are represented and addressed.
- Strategic Planning: Contribute to the development and implementation of strategic plans by providing valuable insights and recommendations based on your understanding of stakeholder needs and interests.
- Stay informed about industry trends, regulations, and best practices. Proactively identify opportunities for improvement and innovation. Ensure adherence to industry standards
- Information Management: Manage the flow of information between different parties. Keep all stakeholders informed about relevant updates, changes, or decisions.
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Customer service strategy, execution and dispatch management including development of vision, mission and KPI’s.
- Handle customer complaints and ensure customer surveys were returned.
- Set targets for all Call Centre Agents & Reviewing and analysing Agent output
- Schedule and organize shift patterns for agents
- Understand the organization’s products, services, procedures, and guidelines and communicate the same to team leaders
- Facilitate and organize training sessions for all agents
- Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for underperformers.
- Ensure that all staff adhere to the weekly performance targets.
- Monitoring attendance and punctuality daily
- Coach the team in order to ensure the quality of delivery meets the appropriate Standard

**Liaison Required Skills**
- Strong verbal and written communication skills to effectively convey information, ideas, and instructions to different stakeholders.
- Ability to establish and maintain positive relationships with diverse groups of people, including executives, managers, team members, and external partners.
- Analytical mindset with the ability to identify problems, evaluate alternatives, and propose practical solutions.
- Background in a relevant Facilities Management discipline.

**QUALIFICATIONS / KNOWLEDGE /REQUIREMENTS / SKILLS / EXPERIENCE**
**The Applicant must meet the following requirements**:

- Matric Certificate
- Diploma /Certificate on Administration ( Office/Public) or Related qualification
- **4 years’ experience as a Team Leader** **Experience in a maintenance and/ or project delivery environment.**:

- Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
- Self-driven
- Positive and energetic
- Structured and detail orientated
- Able to multi-task
- Relationship building
- Accountable
- Must be shift flexible including weekends

**Shift availability**:

- Day Shift (required)
- Night Shift (Required

Pay: R18 000,00 - R20 000,00 per month

Application Deadline: 2024/09/23


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