Contact Centre Manager

7 months ago

Sandton, South Africa Tych Business Solutions Full time

**Job ID**: 67298**Date Posted**: Posted 17 hours ago**Location**: Sandton**Job Title**: CONTACT CENTRE MANAGER (DIGITAL x2) - SANDTON - GAUTENG

**Job Function**:
Responsible for the management and daily reporting of the iBranch Contact Centre - Digital.
Responsible for systems and process management, operations management, cost management, resource management, shift management, compliance, efficiency management and service excellence for these teams.
- Ensure the accuracy of daily/weekly/monthly reporting statistics
- Ensure that resources are trained to effectively and timeously attend to the administration function.
- Conduct training needs analysis to highlight training gaps and strategies to rectify
- Ensure that departments are optimally staffed to manage costs per seat vs services delivered/turnaround times.
- Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.
- Ensure the various CRM’s/Systems is set up to enhance workflows and implement such systems, efficiencies and reporting capabilities for campaigns.
- Develop quality measures to rate quality of service delivered and turnaround times - include appropriate areas that are campaign specific. Ensure quality targets are achieved and interventions are implemented to increase quality outputs where there are shortfalls
- Identify ways in which to increase motivation and team work and to foster a positive work environment
- Resource management of a diverse team, responsible for setting direction/targets and conducting the day to day people management function of the team
- Conduct performance reviews with the relevant Managers and ensure that performance reviews are conducted for the remainder of the team
- Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
- Review training needs continuously
- Ensure that any staff movements (recruitment, transfers, promotions, terminations, etc) are reported to HR and proper processes are followed
- Ensure that resources are trained to effectively deal with account queries, audit queries and account updates.
- Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
- Ensure that the company’s brand and image is promoted through excellent customer service
- Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
- Implementation of CRM (Customer relationship Management) system to increase reporting capabilities, increase efficiencies and automate the query resolution and escalation process
- Implement Digital strategies to enhance the customer experience through better technology and automation
- Ensure queries are resolved timeously and at point of call where possible

Other
- Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
- Work closely with other iBranch functions such as mobile department, Internet and Digital Marketing Department in order to understand the dependencies that exist between departments.
- Any other ad hoc duties that might be required

**Qualifications**
Type (HR use only) Description Essential (Yes/No)
Matric Yes
Leadership Experience Yes
Diploma/Degree Preferred

**Experience**
Type (HR use only) Description Essential (Yes/No)
Customer Service Yes
Call Centre Management Yes
Dialer Systems Yes
IVR Yes
Quality Assurance (QA) Yes

**Competencies**
**Type (HR use only) Competency name Description**

People:
Drive open and transparent communication between teams. Ensure the People agenda is at the forefront of the discussions.

Quality Focus:
Ensure the quality outcome is achieved. Take caution in preparing the details relevant to the process. Follow process in order to ensure high quality output.

Planning:
Establishing a clear course of action. Involving others as appropriate. Managing and prioritising activities and ensure monitoring of results to accomplish a specific goal.

Administration:
Execute a variety of functions within a business administrative environment. Plan and organise administrative functions proactively. Collect information and ensure accuracy of information.

Reporting:
Collate and report on information. Account for and verify reporting figures /statistics.

Review/ analyse reporting statistics and figures in order to identify trends and make relevant recommendations.

Accountability:
Follows through and delivers results in spite of obstacles. Admits to errors and takes corrective action to avoid repetition. Approaches own work with dedication and high sense of responsibility.

Betting types:
Understands the different betting types

Betting procedures:
Demonstrates a good understanding of betting procedures

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