Contact Centre Manager

2 weeks ago

Sandton, South Africa OneCart Pty (Ltd) Full time

Onecart is hiring

Main Function.
- To supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness and working with dissatisfied customers to overcome complex issues. Scheduling shifts to accommodate both customer preferences and shift management needs

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To manage and oversee all aspects of the Company’s Customer Service Order department’s policies, objectives and initiatives to provide excellent Customer Service

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To effectively coach and lead the team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.

Duties and Responsibilities:

- To assist in driving the account forward and will support operational Basecamp Customer Service and Dispatch Fulltime center
- Dedicated senior point of contact for the Field Management Team
- Proactive support to real-time stream and order slot management
- Scheduling and attendance support to Field Management teams
- Develop objectives for the call centre’s day-to-day activities
- Drive operational performance output in the Contact centre
- To monitor and improve telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.) key interface back to WW Dash Team with regards to escalations and complaint resolution
- Assisting in identifying trends and establishing call center goals.
- Customer complaints and escalations across the customer base
- Incident Management and root cause analysis, objectives and initiatives.
- Analyse Customer Service related information and evaluate results to choose the best resolutions and alternatives to Customer Service challenges and to identify opportunities to improve the overall Customer Service experience
- Prepare work schedules to ensure sufficient coverage within the call center
- Working with other management team members to develop call center objectives, keeping profitability and efficiency in mind
- Develop monthly, quarterly and annual call center goals and action plans.
- Keep the team updated with product knowledge
- Conduct effective resource planning to maximise the productivity of resources (people, technology etc.)
- Ensure that the team structure is resourced by motivated and empowered employees
- Ensure optimum staffing levels are maintained.
- Ensuring staff members achieve desired service levels/on Time % target and take corrective action as needed.
- Lead by sound performance management and transformational leadership practices (diversity and inclusion)
- Documenting Team Leads Personal Development Plans
- Manage non-performance through the performance process (PIP)
- Manage team delivery based on performance plans
- Foster team building
- Promote harmony and teamwork
- Collect and analyze call-center statistics
- Timely updates of field operations and regular and accurate reporting on call centre results, performance and projections
- Preparing reports and analyzing Call Centre data to improve processes, allocate resources appropriately, and maximize efficiency and customer satisfaction.
- Effective training and development and effective HR reporting and administration

Interested ? Please click link to apply

**Job Types**: Full-time, Permanent

COVID-19 considerations:
Yes

Ability to commute/relocate:

- Sandton, Gauteng: Reliably commute or planning to relocate before starting work (preferred)

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