Coastal Contact Centre Senior Manager

8 months 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 Company, while improving the customer experience across the various touchpoints. Drive effectiveness and efficiencies in these functions through the analysis and interpretation of data, improvement of processes, implementation of new projects, automisation and centralisation where appropriate. The management of the SLA’s and the related relationship management (Matrix environment) is imperative to the success of the Operations Contact Centres and the incumbent will be responsible, together with the management team, for ensuring that these relationships are maintained and improved upon. There will be a strong focus on attrition analysis and operationalise strategic plans to this effect.

The Operations Contact Centre (CCC) functions include:

- First Level Call Centre Inbound services: general complaints and queries.
Level Two Outbound Customer Care: terminations, client communications, reporting and social media as well as resolution of NPS concerns.
- Second Level Technical Escalations: scheduling/dispatching, escalated technical complaints.
Outbound Sales: moving cancellations, lead management, scheduling, and reconnection sales appointments.
- The Alarm Monitoring Functions (CMC) include:
Emergency inbound Outbound and dispatching functions in the Central Monitoring Centre’s.

Critical business performance metrics for the incumbent are, Cost To Serve, net attrition (on savable terminations), recon leads to appointment ratio, internal sales as a % of transferred opportunities and customer satisfaction metrics. Emergency Phone Back Times, Alarm Cancellation Rates, Emergency Inbound Call Answer Rate and Dispatch utilization. In addition, the incumbent will be responsible for innovation within the contact center environment that facilitates improved service delivery (to internal and external customers) and business cost efficiencies.

Furthermore, ensuring consistent and appropriate service delivery, the incumbent is responsible for the management of all staff within the Operations Contact and Monitoring Centers, which includes all HR requirements, training and development, staff morale and any other people related requirements.

**QUALIFICATION & EXPERIENCE**:

- Call Centre management experience
- Tertiary qualification
- Senior management experience
- Collecting, analysing and interpreting data and statistic.
- Continuous Improvement experience
- Customer Service experience
- People management experience
- Financial Acumen (P&L) understanding and management experience.

**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

- Management in the Matrix environment
- Analytical
- Strategic thinking
- Customer focused with strong emphasis on attrition.
- Employee engagement
- Valid Driver’s License
- Computer literate (MS Office, Outlook, Internet)
- Knowledge of security industry beneficial
- Professional
- Outgoing
- Driven for results
- Long term career seeker
- Problem Solver
- Business Acumen

**KEY PERFORMANCE AREAS**

**CONTINOUS IMPROVEMENT**
- Actively pursue continuous improvement within Operations and Monitoring Contact Centres that will aid in delivering efficiencies to the business and improved service delivery to all customers (internal and external)
- Ensure that all Operations Contact and Monitoring Centres function the same - a change in one location is a change in the other location (mirror)
- Support and drive any continuous improvement initiatives within the Operations Contact and Monitoring Centre environment.
- Drive business case development and accuracy across all key projects. Manage capital and operational expenses within project scope.

**PEOPLE MANAGEMENT**
- People management, including all HR related issues as well as staff development.
- Identify training and development needs among staff and coach accordingly.
- Ensure that a structured promotional structure and career path policy is formulated and implemented.
- Ensure EHS standards are adhered too.
- Drive Zero Harm into areas of responsibility.

**SERVICE DELIVERY**
- Define and drive targets as set nationally or in agreement with internal customers, including: Cost To Serve, attrition (by region), complaint resolution cycle times, first call resolution, surveys, lead to appointment ratios, internal lead conversions on outbound sales, contact centre answer rates, abandonment rates, emergency phone back times, emergency inbound call answer rates, dispatching utilisation, alarm cancellation rates, staffing levels and other metrics that may be agreed on from time to time.
- Set and manage customer retention strategies.
- Implement processes and systems to manage and drive down com

  • Contact Centre Sales Manager

    4 months ago

    Cape Town, South Africa Fidelity Services Group Full time

    **Overall purpose of the job**:As the Contact Centre Sales Manager you will be accountable for the daily running and management of the Call Centre Sales Services through the effective use of resources. This will include Inbound, Outbound, and Digital Campaigns The Call Centre Manager ensures that the operations support Fidelity Services strategic plans and...

  • Vitreoretinal Manager- Coastal

    6 months ago

    Cape Town, South Africa Alcon Full time

    Vitreoretinal Manager - Coastal At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an...

  • Customer Services Manager

    7 months ago

    Cape Town, South Africa Fidelity Services Group Full time

    **Overall Purpose of the Job**: To effectively manage the Client Services Department in terms of Client Liaison, Client Communications, Client Retention and administration. Dealing with client complaints/queries and management of staff. **Minimum Qualifications and Experience**: - Matric / Grade 12 - Tertiary qualification an advantage - Relevant...

  • Contact Centre Lead

    7 months 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**: -...

  • Senior Contact Centre Operations Manager

    3 weeks ago

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

    At RecruitCo (Pty) Ltd, we are seeking an experienced Contact Centre Advisory to be based in Cape Town. This is a permanent position with an estimated annual salary of R600,000 - R800,000.Job OverviewThe successful candidate will be responsible for providing advisory services to our clients on their contact centre operations. They will work closely with our...

  • Senior Coastal/Structural Engineer

    2 months ago

    Cape Town, Western Cape, South Africa TalentTech Full time

    Job Summary:TalentTech is seeking a highly skilled Coastal/Structural/Civil Engineer to support their current and future workload. As a key member of the team, you will contribute to impactful projects in a stimulating, collaborative environment.Key Responsibilities:Oversee end-to-end project phases, from conceptual design through to site...

  • Contact Centre Operations Manager

    1 day ago

    Cape Town, Western Cape, South Africa Fempower Full time

    **Job Overview:**Fempower is a dynamic and growing company that is seeking a highly skilled and experienced professional to fill the role of Contact Centre Operations Manager. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of the contact centre, including supervising staff, monitoring performance...

  • Specialised Environmental Officer: Coastal

    6 months ago

    Cape Town, South Africa Western Cape Government Full time

    **Job Purpose**: The Department of Environmental Affairs and Development Planning, Western Cape Government has an opportunity for a suitably qualified and competent individual to support the Provincial Lead Agency for Coastal Management in the undertaking of its legal mandates for, and promotion of, integrated coastal management, including coastal impact...

  • Coastal Cctv Product Specialist

    4 months ago

    Cape Town, South Africa Fidelity Services Group Full time

    **Job Specification - Coastal CCTV Product Specialist** **Description** The CCTV division within the Product division requires a **Coastal CCTV Product Specialist** to take ownership of the CCTV strategy in the Cape Town region as set out by the business. **Reporting** The Coastal CCTV Product Specialist will report to the National CCTV Technical...

  • Coastal/Structural/Civil Engineer

    3 weeks ago

    Cape Town, South Africa TalentTech Full time

    Overview :Join a leading engineering firm committed to tackling a diverse range of challenging coastal and heavy civil engineering projects. They are seeking a talented and self-motivated engineer to support their current and future workload, contributing to impactful projects in a stimulating, collaborative environment.Role and Responsibilities :As a...

  • Contact Centre Agent

    3 months ago

    Cape Town, South Africa The Legends Agency Full time

    Job Title: Contact Centre Agent Location: CapeTown Job Type: Full-time Reports to: Contact Centre Manager & appropriate Director These are new roles for a client that is establishing a Cape Town contact centre operation. They will be looking for a manager in the fulness of time and they are hoping that one of the initial Two agents will have the right...

  • Contact Centre Consultant

    6 months ago

    Cape Town, South Africa Clicks Group Limited Full time

    **Listing reference**: 017084**Listing status**: Online- **Position summary** **Industry**:Wholesale & Retail Trade - **Job category**:Call Centre and Telesales**Location**:Cape Town - **Contract**:Permanent**Remuneration**:Market Related - **EE position**:Yes**Introduction** - To provide the required level of customer service to Clicks Group customers, to...

  • Contact Centre Consultant

    6 months ago

    Cape Town, South Africa Clicks Group Limited Full time

    Advert reference: click_014144 Advert status: Online - **Position Summary**: **Industry**:Wholesale & Retail Trade **Job category**:Call Centre and Telesales **Location**:Cape Town **Contract**:Permanent **Remuneration**:Market Related **EE position**:Yes **Brand**:Clicks Group **Introduction**: To provide the required level of customer service to...

  • Senior Contact Centre Operations Manager

    2 months ago

    Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time

    Key Responsibilities:Operational Leadership: Drive a high-performance culture that aligns with company goals and client expectations by leading, mentoring, and supporting the Contact Centre team.Performance Management: Monitor key performance indicators (KPIs) daily and analyze metrics to ensure optimal team performance and achievement of client SLAs.Client...

  • Coastal/Structural/Civil Engineer

    2 months ago

    Cape Town, South Africa TalentTech Full time

    Overview:Join a leading engineering firm committed to tackling a diverse range of challenging coastal and heavy civil engineering projects. They are seeking a talented and self-motivated engineer to support their current and future workload, contributing to impactful projects in a stimulating, collaborative environment.Role and Responsibilities:As a...

  • Coastal/Structural/Civil Engineer

    2 months ago

    Cape Town, South Africa TalentTech Full time

    Overview :Join a leading engineering firm committed to tackling a diverse range of challenging coastal and heavy civil engineering projects. They are seeking a talented and self-motivated engineer to support their current and future workload, contributing to impactful projects in a stimulating, collaborative environment. Role and Responsibilities :As a...

  • Coastal Infrastructure Development Expert

    2 months ago

    Cape Town, Western Cape, South Africa TalentTech Full time

    Job Opportunity at TalentTechOverview:TalentTech is seeking a highly skilled Coastal/Structural/Civil Engineer to join our team and contribute to delivering impactful coastal and heavy civil engineering projects. The ideal candidate will have extensive experience in project management, design, and implementation.Key Responsibilities:Project Management -...

  • Contact Centre Nqf 2

    6 months ago

    Cape Town, South Africa Isilumko Staffing 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...

  • Contact Centre Agent

    6 months ago

    Cape Town, South Africa Surgo HR & Training Full time

    A managed care company based in Cape Town is recruiting for a professional, motivated and well-spoken Contact Centre Agent to fill this vacancy. **Job Purpose**: The key objective of the role is to identify and understand customer needs, delivering a first-class customer service to increase the profitability of the business while remaining committed to...

  • Contact Centre Manager

    6 months ago

    Cape Town, South Africa Teleperformance South Africa Full time

    **Job description** **Call Centre Manager** **Job Overview** For delivery of service to clients on my site, ensuring all key performance indicators are met. I lead, develop, motivate, manage and organize a number of teams across the client accounts ensuring we are consistently meeting client’s expectations through regular and effective dialogue. I...