Contact Centre Manager
7 months ago
**Contact centre manager.**
A Call Centre Manager oversees the daily operations of call centres and their employees. Their duties include hiring and training Call Centre Representatives, establishing goals for call centre employees to follow and resolving any customer issues or other call centre problems that occur.
**Mission**
- Leading, motivating and coaching a team of contact representatives to achieve key performance indicators and meet customer service targets.
- Implementing monitoring processes to track and measure individual and tea, performance, ensuring that service level agreements are met.
- Continuously reviewing and improving contact centre processes and procedures to enhance customer experience and optimize operational efficiency.
- Identifying training needs and providing ongoing coaching and development opportunity for contact centre to enhance their skills and knowledge.
- Monitoring customer feedback and taking necessary steps to address any issues or concerns ensuring high levels of customer satisfaction.
- Overseeing the implementation of maintenance of contact centre technology, such as customer relationship management systems, telephony platforms and workforce management tools.
- Generating reports and analysing data to identify trends, patterns and areas for improvement and providing regular updates to senior management.
- Working closely with other departments and stakeholder, such as sales, marketing and IT, to ensure effective coordination and alignment of contact centre activities with overall business goals.
**Outcomes**
- Improved customer satisfaction: by providing excellent customer service, resolving issues efficiently and ensuring a positive customer experience, you contribute to higher customer satisfaction levels.
- Increased productivity: through effective team management, training and process optimization, you enhance the productivity of your contact centre agents and ultimately increase the number of customer inquiries handled per hour a day.
- Enhanced employee engagement and satisfaction: investing in teams training and development providing ongoing support and fostering a positive work environment, employee engagement and job satisfaction, leading to higher retention rates and better overall performance.
- Optimal staffing and resources allocation: analysing contact centre metrics and accurately forecasting customer demand, the right number of agents are available at the right times will be ensured resulting in adequate staffing levels and minimized wait time for customers.
- Continuous process improvement: regularly identifying areas for improvement in contact centre operations such as workflow, technology and customer-facing processes, leads to greater efficiency, cost savings and better outcomes for both customers and agents.
- Effective reporting and analysis: Generating accurate and insightful reports allows the tracking of performance metrics, identify trends and making data driven decisions to drive improvement in customer service and operational efficiency.
**Com**petencies**
Deadline driven.
- Adherence to all deadlines
- Support to the contact centre team in driving all deadlines within and outside business unit
Accountable
- Takes responsibility for their own successes and failures
- Quick to admit mistakes and to offer a solution
- Ability to work under pressure and meet tight deadlines.
Maturity
- Drive solutions to challenges
- Think for yourself
Accuracy is your main driving factor.
- Your reconciliation skills are strong
- Strong on data analysis
Good communicator
- Be able to communicate with external legal and auditing team
- Be able to communicate with internal legal team and senior executives of business
Attention to detail.
- Attention to detail at the highest level
- Gets it right the first time
- Able to keep up with the fast pace of the business
Risk adverse
- Negotiate best terms for business always
- Ensure compliance to internal policies and processes
Honesty and Integrity
- Upholds the ethics of the business above all else
- Always tells the truth - even when it’s hard
Committed to learning and growing.
- Focus your attention in continuing to learn in all finance aspects
- Values self-development and growth
- Keep up to date on latest trends in industry and accounting legislation to ensure business is always on the front foot
Leadership
- Respects everyone equally
Confidence
- Able to have responsible conversations at all levels within the business
- Instills confidence immediately
- Confidence to deal with all levels within business
- Careful deliberation, thoughtful and clearly substantiated advice.
**Qualifications**
- Experience in customer service is required.
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call centre equipment
-
Retentions Agent
7 days ago
Woodmead, South Africa MoreCorp Full timeGolf and Cycling are two of the few sectors that has shown an extensive growth in leisure and retail over the past 18 months. At MoreCorp, we believe in helping friends and enabling them to enjoy their golf and cycling lifestyle more, by getting them to play better, cycle further and have more fun. We are looking for highly self-motivated and goal driven...
-
Facilities Head
7 months ago
Woodmead, South Africa AECI Full timeListed Company experience. - Management of an A Grade stand-alone building of 5051 square metres of GLA, ground floor and two floors of workspaces. - Safety compliance - OSHAS Act. - Facilities Team Management. - Budget management and ensuring cost-effectiveness. - Landlord engagement. - Management of company vehicles. - Vendor and cost management. -...
-
Learning and Development Manager: Chemicals
7 months ago
Woodmead, South Africa AECI Full timePartner with HC and departmental leaders to identify learning needs annually in line with the business strategic and developmental requirements - Develop Corporate and Chemicals learning program plan, scheduling and delivery management - Create tailored functional/departmental development plans, to holistically enhance employee capability - Measure and...
-
IT Service Delivery Manager
7 days ago
Woodmead, South Africa RJPersonnel Full time5years Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed for the optimum delivery of service Review and optimize processes and procedures Ensure that delivered services are fit for purpose, carrying out relevant reviews as necessary Manage the services provided by vendors in line with...
-
Project Manager
7 months ago
Woodmead, South Africa TRS Staffing Solutions Full timeLOCATION- South Africa WoodmeadJOB SKILLS Engineering and Project ManagementTYPE ContractJOB ID - 111499SALARY - ZAR 750 HourlyJoin a world class mining EPCM team with specialization in underground mining projects for a Woman In Mining Project Manager on studies and execution shaft projects.. Our client is proud to design and build projects and careers....
-
Digital Project Manager
6 months ago
Woodmead, South Africa Adept Digital Advisory Full timeDigital Project Manager to manage multiple projects centered around implementation of SAP products, QMS systems and other ERP, on a contract basis, renewable and remote. - Maintaining and monitoring project plans, project schedules, work hours, budgets, and expenditures. - Identification and managing of Project dependencies and Critical Path - Scheduling...
-
Group Talent Manager
2 months ago
Woodmead, South Africa AECI Full timeLead and manage efficient, focused and cost-effective talent acquisition solutions in line with the business strategic imperatives. - Provide leadership and direction to the talent management and succession planning team for the proactive exploration of solutions to reduce the dependency on external resourcing partners. - Ensure and manage regular talent...
-
Human Capital Information Specialist
7 days ago
Woodmead, South Africa AECI Full timeDesign, develop and implement an effective Human Capital analytical framework, dashboard, scorecards and process to support current and future business reporting requirements - Execute ad-hoc analytics and reporting as required - Document guidelines and the requirements of data models to ensure consistency in implementation in order to deliver an accurate...
-
Human Capital Information Specialist
1 week ago
Woodmead, South Africa AECI Full timeDesign, develop and implement an effective Human Capital analytical framework, dashboard, scorecards and process to support current and future business reporting requirements - Create and maintain the foundational insights databases and provide support for ad hoc analytics - Document guidelines and ‘rules’ of models to ensure consistency in...
-
Brand and Communications Manager
7 days ago
Woodmead, South Africa Nashua South Africa Full timeNashua (Pty) Ltd has superb career opportunity for a seasoned Brand Manager. Reporting into the Chief Marketing Officer, you will be responsible for driving awareness, acquisition, and retention and deliver this through the launch of multifunctional go-to market brand marketing strategies for promotion of the brand / business within the market **PURPOSE OF...
-
Regional Trainer
23 hours ago
Woodmead, South Africa vivo Full time**Key accountabilities and responsibilities**: Identifying the training needs within the region by monitoring BA performance, sales data analysis, and regular consultation with business managers. Liaising with regional management regarding new employee onboarding in the region. Report weekly to management about all training affairs in the region. Plan and...
-
Commercial Manager
7 days ago
Woodmead, South Africa SAP Full time**We help the world run better** **ABOUT THE TEAM**: Regional Commercial Team supporting Europe, Middle East and Africa (EMEA) regions is part of the Global Commercial Finance (“GCF”) organization. As a member of the Market Unit “South Africa” you will be supporting SAP’s Sales team with deal shaping, deal approval, contract creation, compliance...
-
Technical Service Manager at SAP Enterprise Cloud
7 months ago
Woodmead, South Africa SAP Full time**We help the world run better** **What you will do** As a Technical Service Manager you will contribute to SAP's global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP Enterprise Cloud Services team. TSMs play a critical part in helping our customers accelerate their cloud...
-
Technical Service Manager at SAP Enterprise Cloud
4 months ago
Woodmead, South Africa SAP Full time**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Finance Specialist
2 weeks ago
Woodmead, South Africa SAP Full time**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Senior Lecturer and Programme Coordinator
7 months ago
Woodmead, South Africa Educor Full time**Senior Lecturer and Programme Coordinator - Criminal Justice (JB3526)** **Woodmead** **Compensation: Competitive and Negotiable** We are seeking a dedicated Senior Lecturer and Programme Coordinator for our Criminal Justice programmes. This pivotal role encompasses a spectrum of responsibilities, from lecturing and curriculum development to research and...
-
Solution Advisor Senior Specialist
7 months ago
Woodmead, South Africa SAP Full time**We help the world run better** This is a customer facing role where you will support the sales teams during the entire cycle of a Cloud deal. Following are the key tasks that this role will perform: 1. Present in detail technical and operational aspects of the RISE with SAP Private Cloud. 2. Present the requirements and value proposition for SAP private...
-
Business Development Representative
3 days ago
Woodmead, South Africa Cosmopolitan Recruitment Full time**Business Development Representative (Gauteng)** **Position Summary** To present and promote the company service offering to prospective(and existing) clients with the goal of growing client base. The role will be directly responsible for generating and following up new business development leads, co-ordinating the responsible role players in the...
-
Human Resources Officer
4 days ago
Woodmead, South Africa Onfon Mobile (PTY) Limited Full time**About Us** Onfon Mobile Limited is a fast growing tech company duly registered in South Africa and based in Woodmead, Gauteng. It provides software based solutions and services to business and customers across South Africa. We are seeking a dynamic and experienced Human Resources Officer to join our team to oversee all operations that deal with employee...
-
Executive Office Assistant
3 days ago
Woodmead, South Africa RJPersonnel Full time5years - Full management of Directors electronic diaries, organising meetings, assessing priority of appointments and reallocation as necessary. - Manage Directors travel arrangements (including visas/accommodation) occasionally extending to teams if necessary. - Process Directors correspondence, ensuring that incoming correspondence is dealt with by the...