National Operations Co-Ordinator

7 days ago

Centurion, Gauteng, South Africa LuMac Recruitment and Consulting Full time

Job Title: National Operations Co-Ordinator

Reports to: Chief Operating Officer and Chief Marketing Officer

Job Summary:

We are seeking a highly skilled National Operations Co-Ordinator to oversee and manage customer experience within our divisions, including C2B and B2B, as well as Third party agents. The successful candidate will be responsible for conducting staff performance reviews, assessing needs, and implementing operational strategies to drive productivity and quality.

Key Responsibilities:

  1. Oversee and manage customer experience within both divisions: C2B and B2B, and Third party agents.
  2. Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments.
  3. Establish a high standard for productivity, quality, customer service, and define user guidelines.
  4. Develop company systems for customer interaction and voice response and control the implementation process.
  5. Manage and improve centre performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
  6. Aid in the recruitment process by interviewing potential hires and outlining clear job expectations, with final authorization by the COO/CMO.
  7. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.
  8. Summarize, collect, and analyze call centre trends and data for regular performance reports.
  9. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
  10. Maintain consistent professional improvement through company-provided workshops, tracking call centre trends, and active participation in team projects.
  11. Conduct weekly training on all KPI-related matters.
  12. Write training material in conjunction with the OPS Manager and final approval from the COO/CMO.
  13. Daily recorded meetings to take place in regular intervals to ensure the team is consistently aligned and motivated.
  14. Conduct daily audits on all team members and consumer repairs to ensure it is aligned with the expected standards and processes.
  15. IR-related matters of staff to be time-conscious and dealt with effectively and efficiently. This includes performance management and disciplinary enquiries.
  16. Ensure the business unit further develops its operating model and delivers efficient, scalable, and cost-efficient operations.
  17. Work with the sales organization to onboard new clients.
  18. Work closely together with Operations and Marketing Officers to further develop processes, procedures, and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning.
  19. Manage and develop the OPS Call Centre agents, including informing training and development for new hires and for their professional growth.
  20. Ensure the company call centre operates within the framework of legislation within South Africa and enforce the company's rules and policies.
  21. Manage and oversee overall performance and service level agreement of all Corporate and Insurance accounts.
  22. Responsible for all management feedback reports and presentations as requested or scheduled.
  23. POPIA compliance executed and maintained.
  24. Ensuring auditing takes place as per company policy and procedure.
  25. Mandates acquired for all new sales and all transactions related to debit orders.

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