Contact Centre Manager

2 weeks 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.

  • Contact Centre Lead

    4 weeks ago

    Cape Town, South Africa HotelJobs.co.za Full time

    Situated within the Central Reservations contact centre office for this luxury international 5* brand based in Cape Town. Hospitality experience within a luxury brand. **Business Unit or Division**: Central Reservations, Europe Responsible to: Director of Customer Contact, NEAA & SE **Responsible for**: **Contact Centre Team** **Scope & Purpose**: -...

  • Contact Centre Lead

    4 weeks ago

    Cape Town, South Africa Tanya Serra Full time

    Job Posted: 22-Jan-2024 - Location: Cape Town Situated within the Central Reservations contact centre office for this luxury international 5* brand based in Cape Town. Hospitality experience within a luxury brand. **Business Unit or Division**: Central Reservations, Europe Responsible to: Director of Customer Contact, NEAA & SE **Responsible...

  • Contact Centre QA and Training Manager

    4 weeks ago

    Cape Town, South Africa TooMuchWifi Full time

    **WHAT WE ARE LOOKING FOR** An experienced quality assurance specialist and training manager to ensure that all contact centre operating procedures and knowledge base management are effectively controlled, implemented and monitored to achieve company objectives and service quality standards. **ABOUT THE ROLE** The general responsibilities of this role...

  • Coastal Contact Centre Senior Manager

    4 days ago

    Cape Town, South Africa Fidelity Services Group Full time

    **REPORTS TO**:OPERATIONAL EXECUTIVE **MAIN PURPOSE OF JOB**: The overall purpose of the position is to effectively manage and improve the functions of the Operations Contact Centres (Customer Contact Centres and Central Monitoring Centres) and all related functions for Fidelity ADT Coastal Region. To align these functions to the strategic objectives of the...

  • Operations Manager

    4 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionYou will be fully responsible to manage the end to end Operations for our new Retail Client.Your duties will include, but not be limited to the following:• Achieve and exceed all client KPI’s and manage the day to day relationship with the client.• Achieve the Operations Financial Targets• Ensuring you have a happy workforce.• Team...

  • Contact Centre Marketer

    3 weeks ago

    Cape Town, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: **purpose**: **experience and qualifications**: - Minimum Qualification - BComm degree in Business Management or Marketing - Preferred Qualification - Honours degree in Business Management or Marketing - Experience - Six to twelve months experience in a contact centre aenvironment An...

  • Operations Manager: Sales Contact Centre

    4 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionRole Purpose This role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in...

  • Mi Specialist

    4 weeks ago

    Cape Town, South Africa amplify5 Full time

    The bigger we grow, the more expertise we need in our Support functions. Our operational team requires the support of an experienced contact centre Management Information specialist.. Will require an advanced knowledge of Excel and it's full range of atomation and functions, PowerBI experience is desirable. A minimum of 12 months experience in the role...

  • Contact Centre Agent

    7 days ago

    Cape Town, South Africa Marie Stopes SA Full time

    The key objective of the role is to identify and understand customer needs and deliver first class customer service in an omni channel Contact Centre environment. A key success measure will be the ability to assist clients with bookings and facilitate the payment process for services offered by Marie Stopes South Africa. **APPLICANTS WITH EXPERIENCE IN THE...

  • Contact Centre Advisory

    4 weeks ago

    Cape Town, South Africa RecruitCo (Pty) Ltd Full time

    Our international client is looking for a Contact Centre Advisory to be based in the Cape Town area. This will be a permanent position. **Requirements**: - Must be fluent in German. - Shift work required (UK GMT) - Monday to Friday: 08h00 - 20h00 - Saturday & Sunday: 09h00 - 18h00 - Experience is not necessarily required as training will be provided but...

  • Contact Centre Advisory

    4 weeks ago

    Cape Town, South Africa RecruitCo (Pty) Ltd Full time

    Our international client is looking for a Contact Centre Advisory to be based in the Cape Town area. This will be a permanent position.Requirements:Must be fluent in German.Shift work required (UK GMT)Monday to Friday: 08h00 – 20h00Saturday & Sunday: 09h00 – 18h00Experience is not necessarily required as training will be provided but this will be a...

  • Contact Centre Consultant

    6 days ago

    Cape Town, South Africa Metropolitan Life Full time

    **Introduction** Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but...

  • Inbound Client Contact Centre Administrator

    4 weeks ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service. They also respond to claim-related queries and correspondence received.Requirements: Must have a thorough understanding of...

  • Contact Centre Learnership Nqf4

    6 days ago

    Cape Town, South Africa Tych Business Solutions Full time

    **Job ID**: 89103**Date Posted**: Posted 30 mins ago**Expiration date**: May 3, 2024**Location**: Cape Town**Job Title**: CONTACT CENTRE LEARNERSHIP NQF4 (X75) (PERSONS WITH DISABILITIES) - CAPE TOWN - WESTERN CAPE - Learners: 75 - Age: 18 - 28 (ETI does apply, the learner can not turn 30 in the year of the learnership) Disabilities (Comments): - If...

  • Contact Centre Real Time Data Analyst

    4 weeks ago

    Cape Town, South Africa Telebest Full time

    Our client has an opportunity available for a Contact Centre Real Time Data Analyst.Requirements: Degree in BSc in Computer Science, Statistics, Data Management or equivalent.1+ years in a real time data analytics, reporting, BI and systems orientated or equivalent role, delivering real time data, insights, reports, and inputs to an operational customer...

  • Quality Analyst

    7 days ago

    Cape Town, South Africa amplify5 Full time

    **Quality Analyst** Exciting Opportunity for an All Star to join the US client Leaders in aiding the development of the department. We are looking for our next Quality Analyst. **What will you be doing?** - Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality. - Analyze...

  • Transactional Quality Manager

    4 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionTo lead a Quality Team to execute the departmental strategic goals through reports, feedback, insights and trends to stakeholders according to agreed standards.Manage 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU.Ensure best use of systems and technology to deliver...

  • Client Contact Centre Service Administrator

    4 weeks ago

    Cape Town, South Africa Status Staffing Full time

    Our Client in Claremont is looking to employ a Client Contact Centre Service Administrator with 2 years proven client service/call centre experience to respond to and resolve general/claim related correspondence queriesA recent professional profile photo is to accompany your applicationEMPLOYMENT TYPE   :           PermanentSECTOR         ...

  • Contact Centre NQF 2

    4 weeks ago

    Cape Town, South Africa Isilumko Staffing (JHB) Full time

    Contact Centre NQF 2 - Learnership for Individuals with Disabilities (Cape Town)Our client is looking for individuals to participate in a Contact Centre Learnership.Qualification: Contact Centre NQF 2Potential Start Date: TBCLocation: Cape Town Stipend: R4000 - R5000Position Requirements:Matric (Grade 12/National Senior Certificate)MS Office proficient...

  • Contact Centre NQF 2

    3 weeks ago

    Cape Town, South Africa Isilumko Staffing (JHB) Full time

    Contact Centre NQF 2 - Learnership for Individuals with Disabilities (Cape Town) Our client is looking for individuals to participate in a Contact Centre Learnership. Qualification: Contact Centre NQF 2 Potential Start Date: TBC Location: Cape Town  Stipend: R4000 - R5000 Position Requirements: Matric (Grade 12/National Senior Certificate) MS Office...