Call Centre Manager

4 months ago

Johannesburg, South Africa Recruitment Legends Full time

Job Title: Contact Centre Manager Head

Recruitment Legends

Job Purpose: The Contact Centre Manager is responsible for ensuring the Contact Centre meets defined standards by providing necessary competencies, tools, and resources. The manager oversees Contact Centre operations, manages the performance of staff, and maintains client relationships.

Minimum Qualification:

- Degree in a relevant field or
- Certificate in Call Center management processes
- 5 years of experience in Client Service/ 5 years Contact Centre Environment as a Manager

Key Performance Areas:
Contact Centre Operations Management

People and Performance Management

Strategic, Leadership, and Business Management

Client Relationship Management

Teamwork

Self-Development

Competency Requirements for the Position:
Knowledge:

- Knowledge and understanding of Contact Centre policies, procedures, processes, and practices that facilitate Client Strategy
- MS Office proficiency
- IR knowledge and compliance
- Quality Assurance processes and procedures
- Training methodologies
- Expressed and implied ethical responsibilities
- Understanding of LearnMe strategy, general business management principles, change management principles, and business strategy

**Skills**:

- Interpersonal skills
- Strong written and verbal communication skills
- Management skills
- Multi-tasking
- Query handling
- Analytical skills
- Project management
- Motivating people
- Presenting skills
- Skills development and training
- Strategic thinking
- MIS report compilation
- Resource management
- Risk management
- High-performance teaming
- Leading change

Personal Characteristics:

- Passion for customers and delivering extraordinary customer service
- Analytical thinking
- Attention to detail
- Problem-solving
- Planning, prioritizing, and monitoring
- Flexibility
- Stress management
- Professional image/visibility
- Building relationships
- Teamwork
- Client responsiveness
- Business acumen
- Participative leadership
- Service-oriented
- People management
- Customer orientation
- Judgment and decision-making

Key Performance Indicators:
Contact Centre Operations Management:

- Client satisfaction ratings
- Employee satisfaction surveys
- Achievement of Contact Centre Service Level Agreements (SLAs)
- Call answering targets (80% answered in 20 seconds, less than 2% abandoned rate)
- First call resolution rate (50%)
- Client satisfaction on survey results
- Quarterly review of KPIs and processes
- Monthly reporting of SLAs and response time
- Adherence to Contact Centre policies and procedures
- Monthly QA monitoring reports
- Utilization of knowledge articles and templates
- Successful implementation of new services or clients
- Go-live of new products or support areas

Client Relationship Management:

- Monthly meetings with management team to address client complaints and trends
- Achievement of Client Satisfaction Survey SLA
- First Call Resolution improvement target
- Use of templates and knowledge articles by consultants
- Client satisfaction survey and QA assessment reports

People and Performance Management:

- Positive response rate to employee satisfaction surveys
- Low staff attrition rate
- Career path documentation
- Quarterly performance review
- QA monitoring of interactions
- Manpower statistics and reporting
- Employee satisfaction and turnover reports

Strategic, Leadership, and Business Management:

- Achievement of national and international benchmarks
- Alignment of Contact Centre with client requirements and SLAs
- Successful implementation of new areas of support or products
- Compliance with legal and regulatory requirements

Teamwork:

- Successful team building events
- Employee satisfaction surveys

Self-Development:

- Implementation of career development plans
- Feedback on training requirements
- Training attendance

Contact Mark du Plooy at Recruitment Legends

**Job Types**: Full-time, Permanent

**Salary**: R30,000.00 - R45,000.00 per month

Ability to commute/relocate:

- JHB, Gauteng: Reliably commute or planning to relocate before starting work (required)

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