Contact Centre Manager

3 weeks ago

Johannesburg, South Africa Pentagon Group Full time

**3. Key Performance Areas**:Core, essential responsibilities / outputs of the position (KPA's)

**Task Complexity**:
**Operational Planning**
- Optimise and align operational targets, processes and systems to business strategy of the Customer Experrience and Enterprise Business Unit
- Compile the Functional Unit Business Plan and manage the plan in line with the overall MTN Customer Service business plan
- Develop, implement and operationalise the strategy, business plan and processes for the Enterprise Contact Centre
- Develop, implement and operationalise the strategy, business plan and processes for the Enterprise Contact Centre
- Develop and implement strategies for Workforce Management in the Business End-user Contact Centre
- Ensure that functional structures optimise the utilisation of available resources
- Develop and implement customer centric processes for all touch points
- Implement the Customer Management strategy for Enterprise Business segment customers
- Develop service levels and processes and ensure that they are achieved
- Align call centre initiatives to segmented business and appropriate customer value propositions
- Develop and implement processes to achieve and improve CSI/CDI ratings
- Conduct ongoing operational analysis on the systems and structures in the call centre
- Consider the long term (1-2 years) implications of actions from a broad perspective
- Consider the impact of solutions on other areas of the business, as well as the interdependency of units
- Drive best practice, continuous improvement and innovation at process and procedure level
- Consider local conditions, as well as competitor activity in the management of contact centres
- Maintain industry benchmarks within the telecommunications and Contact Centre industries
- Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals
- Identify and Develop areas of improvement within service delivery and customer care
- Fine tune systems in line with changing work practices, providing the context for those providing service
- Proactively identify potential areas of risk and put contingency plans in place
- Plan and manage resources (people, finances and products), taking local conditions into consideration

**Operational Implementation**
- Manage and monitor core operating systems
- Set up and manage the Enterprise Business Unit team within the Customer Experience Unit
- Communicate, implement and monitor quality targets
- Develop and implement external supplier SLA’s
- Manage and improve external supplier service levels as per targets
- Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on call centre workforce management
- Align forecasted call volumes with shift rosters and communicate duty roster for call centre teams
- Manage escalated calls and queries
- Investigate trends and ways of improving operations
- Monitor CIP and provide feedback on trends
- Review quality management
- Re-engineer process for customer value segmentation service delivery
- Manage telephony systems and ensure stability thereof
- Manage day to day call centre performance including administrative turnaround times
- Ensure timely, accurate and quality customer feedback
- Ensure channel and partner relationships are maintained
- Manage core systems in terms of uptimes, stability, accuracy and customer focus
- Communicate and ensure implementation of strategies and plans for customer care and support Developed within the unit
- Develop practices, procedures and systems that support delivery and maximise performance
- Drive the effective implementation of projects
- Develop communications objectives and plans for the unit
- Keep staff informed of new developments, new products, promotions, company news, etc
- Provide direction and support to staff in dealing with issues as required and provide information when requested
- Provide ongoing training and development to staff to ensure effective service delivery
- Design and implement the IVR
- Implement telephony systems and CRM
- Manage CSAT, CMAT, tNPS dimensions within targets
- Compile, prepare, review and analyse management reports, risk control reports and customer reports make recommendations regarding trends as appropriate

**Budget Management**
- Forecast, plan, develop and review budget for the unit in line with Enterprise Business Unit - Client Services budget that provides MTN with return on investment
- Seek necessary approvals
- Prepare annual budget in line with the business plan
- Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
- Monitor costs and determine initiatives to optimize resources.
- Ensure cost effectiveness by maximising cost/benefit ratios
- Identify areas where money is lost and seek ways to reduce expenditure
- Identify opportunities to generate additional revenue
- Base annual budgets on the identification of t

  • Contact Centre Nqf4

    5 days ago

    Johannesburg, South Africa I Can Full time

    Contact Centre NQF Level 4 Learnership Contact Centre NQF Level 4 Learnership Exist at one of our client in Sandton Learnership Requirements - Grade 12 - South African citizen - Must be unemployed. - Valid proof of disability - Must not currently be studying. Due to EE requirements preference will be given to people with disability only. Learnership...

  • Contact Centre Manager

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa EMPIRE RECRUITMENT Full time

    Are you a dynamic and driven individual with a passion for leading teams and delivering exceptional customer experiences? Look no further! We are thrilled to present a remarkable opportunity for a Call Centre Manager.About the Role:As a Call Centre Manager, you will play a pivotal role in overseeing the daily operations of our client's call centre and its...

  • Contact Centre Agents

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Johannesburg, South Africa Planet10 Full time

    A leader in the Insurance field is on the look out for Inbound Contact Centre Consultant to form part of their Team.This role requires the incumbent to successfully achieve the requisite regulatory checks, qualifications and accreditation to be classified as a Representative (Rep) and Supervisee as specified by the FSCA.Minimum Experience:1 - 2 years...

  • Contact Centre Agents

    Found in: Adzuna ZA B C2 - 2 weeks ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    A leader in the Insurance field is on the look out for Inbound Contact Centre Consultant to form part of their Team.This role requires the incumbent to successfully achieve the requisite regulatory checks, qualifications and accreditation to be classified as a Representative (Rep) and Supervisee as specified by the FSCA.Minimum Experience:1 - 2 years...

  • Contact Centre Agents

    Found in: Whatjobs ZA C2 - 1 week ago

    Johannesburg, South Africa Planet10 Full time

    A leader in the Insurance field is on the look out for Inbound Contact Centre Consultant to form part of their Team. This role requires the incumbent to successfully achieve the requisite regulatory checks, qualifications and accreditation to be classified as a Representative (Rep) and Supervisee as specified by the FSCA. Minimum Experience: 1 - 2 years...

  • Senior Contact Centre Agents

    Found in: Whatjobs ZA C2 - 6 days ago

    Sandton, City of Johannesburg Metropolitan Municipality, Gauteng, 2031, South Africa FreeRecruit Full time

    RESPONSIBILITIES: ●     Responsible for the supervision of a quality Contact Centre with regard to receiving manual applications, welcoming and assisting Customers (Walk-In and General Visitors) , in accordance with manual; ●     Dealing with outbound calls in terms of an escalated query in terms of applications outside timeframe (e.g. 14 working...

  • Agent: Contact Centre

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Palesa Mbali Group Full time

    The purpose of this position is to engage service-related calls and queries from medical scheme members and providers, providing relevant business information and solutions. To maintain and manage specific In-trays by ensuring the effective validation and processing of Images received daily.Key Activities:Handle telephone and email/web queries within...

  • Agent: Contact Centre

    Found in: Talent ZA 2A C2 - 3 weeks ago

    Johannesburg, South Africa Palesa Mbali Group Full time

    The purpose of this position is to engage service-related calls and queries from medical scheme members and providers, providing relevant business information and solutions. To maintain and manage specific In-trays by ensuring the effective validation and processing of Images received daily.Key Activities:Handle telephone and email/web queries within...

  • Learnership - Contact Centre Agent (Gauteng)

    Found in: beBee S ZA - 4 weeks ago

    Gauteng, Johannesburg, South Africa PG Group Full time

    PG Group’s job vacancy, Career and Recruitment Job title : Learnership – Contact Centre Agent (Gauteng) jobs in Gauteng Job Location : Gauteng, Johannesburg Deadline : April 05, 2024 Quick Recommended Links Jobs by Location Job by industries CONTACT CENTRE AGENT SCOPE and PURPOSE OF THE ROLE: To manage the front desk of a service centre by providing...

  • Call Centre Manager

    6 days ago

    Johannesburg, South Africa Eltel Full time

    **Mission/Core Purpose of the Job**: As the Call Centre Manager, your core mission is to lead and enhance the operations of our Contact Centre, ensuring exceptional customer service while optimizing operational efficiency and cost-effectiveness. You will play a pivotal role in driving first-rate customer experiences, fostering a culture of continuous...

  • Contact Centre Nqf 2 Learnership

    2 days ago

    Johannesburg, South Africa Tych Business Solutions Full time

    We have an exciting opportunity for you**!! **We have a **Contact Centre NQF 2 Learnership **for Persons with Disabilities. **Requirements**: - 10 or 11 - Must have Doctors Letter (Not Older than 1 Year**:All Doctors Notes are Verified, Fraudulent Doctors Notes will not be accepted**) - South African - Age Range: 18 - 27 years - Disabled African female -...

  • Call Centre Manager

    3 days ago

    Johannesburg, South Africa Peermont Global SA Full time

    **Date**:8 Feb 2024 **Location**: Emperors Palace, ZA **Company**:Peermont Global (Pty) Ltd **Job Purpose** - To manage the peermont call centre section and maintaining professional relationships with guests through ongoing excellent customer service**Qualifications** - Matric**Minimum Requirements** - 5 years plus experience in Management of Call...

  • Call Centre Manager

    3 days ago

    Johannesburg, South Africa Measured Ability Group Holdings Full time

    **South Africa - Gauteng** **, Johannesburg - South (Soweto / Orange Farm)** - R 900000 - R 1000000 Annually Cost To Company **Our client in the Financial Services arena seeks a senior Call Centre Manager with solid outbound exp to head up their Distribution Call Centre.** - Degree in Business or related - Minimum of 9 years’ experience within the...

  • Contact Centre Consultant

    2 days ago

    Johannesburg, South Africa Metropolitan Life Full time

    **Introduction** Metropolitan is one of the oldest financial services brands in South Africa. With a 126-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...

  • Call Centre Manager

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Talent Evolution (Pty) Ltd Full time

    To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness. The Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people...

  • Fitment Centre Manager

    1 day ago

    Johannesburg, South Africa Afro Miaki Group Full time

    Ensure the achievement of company budgets by generating revenue, generating sales through establishing and maintaining a customer base, managing expenses, effective stock control, effective cash management and strict adherence to company processes that will result in sustainable profitability and growth. Establish a culture of trust, effective...

  • Call Centre Agent

    2 weeks ago

    Johannesburg, South Africa Merchants SA Full time

    Are you wanting to become a call centre customer service agent Merchants SA is the the perfect place to be. We are expanding and looking for customer service agents to join our internattional contact centre based in Salt River. - Matric or equivalent - Excellent customer service skills - Excellent communication skills - 6 months + Call Centre Experience -...

  • Call Centre Manager

    Found in: Whatjobs ZA C2 - 1 week ago

    Johannesburg, South Africa Talent Evolution Full time

    Duties: Omnichannel Customer Interaction Management - Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.- Ensure seamless...

  • Call Centre Manager

    Found in: Talent ZA 2A C2 - 3 weeks ago

    Johannesburg, South Africa Talent Evolution Full time

    Duties:Omnichannel Customer Interaction Management- Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.- Ensure seamless and...

  • Call Centre Manager

    Found in: Adzuna ZA B C2 - 2 weeks ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    Duties:Omnichannel Customer Interaction Management- Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.- Ensure seamless and...