Contact Centre Manager Customer Service

2 days ago

East London, South Africa Work Africa Full time

**CONTACT CENTRE MANAGER (CUSTOMER SERVICE)** **/EAST LONDON **- Our client is looking for a Dynamic Call Centre Manager to oversee a team of +- 13 Call Centre Agents. First prize is strong People Management skills with the ability to support and motivate the team.

The purpose of the role is to plan, manage and monitor the activities of the Customer Service Contact Centre, to ensure customer-centric practices are utilised in servicing the clients. This role also requires the management and oversight of the various technologies utilised with a Call Centre environment.

**Essential work experience and Minimum requirements**

3-5 years of managerial experience, within a Contact Centre environment.

Successful track record in the operational management of a high-volume query management environment.

Experience with technology utilised in the management of a Contact Centre.

Previous experience in leading successful change initiatives and projects in a Contact Centre.

Managing executive and external stakeholder relationships.

Diploma or Bachelor qualification in the field of Business Management.

Completed Customer Service Training or qualification

Demonstrable competencies in MS Office Suite.

Proficiency in basic data analytics and reporting.

Use of Customer Relationship Management (CRM) software as well as dialler technology such as Talk desk.

Social Media technology such as Freshdesk and Facebook.

**Functional Accountability**:
**Customer Service Team Management**

Ensure the implementation of customer service standards and best practices Plan resource requirements on a daily, weekly and monthly basis to manage query volumes during daily peak times, as well as Institutional cyclical events

Plan and coordinate training and development measures, based on identified agent needs.

Induct and Onboard new agents into the Contact Centre.

Coordinate product training to ensure agents are knowledgeable on how to best represent the organisations offerings to prospective clients.

Conduct performance management initiatives that are aligned to organisational objectives.

**Customer Service Management**

Ensure implementation of organisation operational processes within a customer-centric framework.

Compile and execute strategies to improve agent performance and operational processes.

Regularly monitor and implement strategies to improve the quality of agent responses.

Actively engage with stakeholders to the Contact Centre, regarding collaborative activities, service levels and process management, in terms of the activities within the Contact Centre.

**Technology Management and Reporting**

Ensure the correct utilisation of technologies and the related processes thereof, in the Contact Centre

Monitor technology efficiency and effectiveness and collaborate with internal and external stakeholders to ensure sound technology use and maintenance.

Report on the holistic performance of the Contact Centre team at various Institutional levels.

Ensure the oversight and implementation of Institutional and Regulatory requirements and policies as is related to the activities of the Contact Centre.

Provide Management with regular updates on measures taken to support agents and increase service levels in the Contact Centre.

**Competencies required**:
Self-driven and performance focused.

Strong leadership competencies, with a team-centred approach.

Strong customer-centric approach to service.

Strategic perspective to development, business planning, and execution.

Critical thinker and problem solver.

Strong creative and innovative thinking style.

Strong project management skills, administered through effective planning, prioritising, and organising of resources.

Excellent verbal and written communicator.

Strong data analytics and reporting skills.

**Salary**: Market Related

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