Contact Centre Manager

2 days ago

Cape Town, South Africa CapeNature Full time

CapeNature seeks to employ an experienced and enthusiastic Contact Centre Manager to provide excellent customer service and to promote this idea throughout the organisation. This role requires a solid understanding of customer service with a clear goal to keep the Customer Service Agents running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations. The successful individual will be based at CapeNature’s head office in Athlone, occasionally traveling to reserves for activations, site visits and stakeholder engagements across the Western Cape.

**RESPONSIBILITIES**:
**KPA 1 - Data Analysis and Statistical Reporting**

To ensure accurate accounting of all data of the booking reservation system to meet operational and organisational goals and objectives and by providing Management Reporting.

**KPA 2 - **Revenue Generation and Sales Growth**

To manage financial management related tasks specific to the booking reservation system, with particular focus on revenue generated through tourism accommodation and activities. To assist with e-commerce revenue income performance. To assist with revenue and sales income linked to campaigns.

**KPA 3 - **Contact Centre Performance & Customer Service**

To enhance customer satisfaction through customer centricity by providing excellent levels of customer service to the stakeholders of CapeNature, specific to the Contact Centre.

**KPA 4 - **System Management & Compliance**

**KPA 5 - **Quality Assurance & Innovation**

**KEY ACCOUNTABILITIES**:

- To manage the Contact Centre team and all related operational elements and to ensure sound administration processes.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution.
- Develop service procedures, policies and standards.
- Ensure financial and administrative compliance to sales processes, payments, and refunds weekly, monthly and year end processes.
- Keep accurate records and document customer service actions and discussions,
- Analyse statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Control resources and utilise assets to achieve qualitative and quantitative targets.
- Maintain an orderly workflow according to priorities.
- Provide input into marketing, sales campaigns, and promotions.

**REQUIREMENTS**:

- Bachelor's degree or Diploma in business administration, finance, statistics, customer service management or related field.
- 3-5 years’ Managerial Experience.
- At least 3-5 years of experience in data analysis and statistical reporting in a managing a Call Centre environment or Customer Service industry.
- Advanced proficiency in Microsoft Excel and statistical software.
- Strong analytical and problem-solving skills
- Ability to analyze data and provide insights and recommendations for operational and organisational goals.
- Experience in developing and delivering management reporting.
- Knowledge of e-commerce revenue income performance and campaign-related revenue and sales income.
- Excellent customer service skills with a customer-centric approach.
- Ability to lead and motivate a team of customer service agents to meet and exceed customer service targets.
- Experience in implementing and managing contact centre technology and processes.
- Strong knowledge of compliance and regulatory requirements related to contact centre operations.
- Ability to develop and implement quality assurance programs and processes to ensure high-quality customer service.
- Experience in coaching and mentoring customer service agents to improve performance and engagement.
- Strong knowledge of industry trends and best practices in the contact centre industry
- Strong analytical and problem-solving skills with the ability to analyze data and provide insights and recommendations for operational and organizational goals.
- Excellent communication and interpersonal skills with the ability to effectively communicate with internal and external stakeholders.
- Strong attention to detail and organizational skills with the ability to manage multiple projects and deadlines.
- A valid Code B drivers’ license.

**RECOMMENDATIONS**:

- Knowledge of travel and tourism.
- Innovative, proactive and action orientated.

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