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Lead: Contact Centre
2 weeks ago
**_ Equity Statement :Preference will be given to suitably qualified Applicants who are members of the_**
**_designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating_**
**_Division._**
**_ Alternative Application Methods: (Completed Curriculum Vitae to be submitted)_**
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before the closing date of the advertisement.
Note: if you have not been contacted within 30 days of the closing date of this advertisement please consider your
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**_ Operating Division : Transnet Corporate Centre_**
**_ Position Title : Lead: Contact Centre_**
**_ Employee Group : Permanent_**
**_ Department : Shared Services_**
**_ Location : Johannesburg_**
**_ Reporting To : Head: SSC Service Management_**
**_ Grade Level : E_**
**_ Reference Number : 6014349_**
**_ Position Purpose:_**
- To have overall accountability for the integration of the Contact Centre with the Shared Service delivery teams, through an
effective customer interaction framework, with the overall aim of delivering a high level of customer service.
- To ensure that the Shared Service’s customer needs are met in relation to the business services being provided.
**_ Position outputs:_**
Formulate and direct the implementation of the Service Management business strategy which is aligned to that of the SSC
strategy.
Participate in the design and development of the overall Service management strategy.
Execute the strategy in accordance with the broader service management plan.
Implement and manage the various channels for service delivery as detailed in the Service management framework.
Leverage economies of scale through consolidation of service management activities, in line with best-in-class practices.
Create optimal structures that improve operational efficiencies and seamless integration with the other functional areas
(back-office Resolver Teams) in the Shared Services.
Direct and lead an effective service centre operation by ensuring customer centricity service standards are met in
accordance with the Service Management operating model and framework.
Ensure that standardised processes and systems are in place to drive efficient customer service delivery.
Constantly scan the micro and macro environment of the business to ensure the availability of suitable and capacitated
resources, to meet short-, medium
- and long-term objectives.
Monitor and analyse daily and weekly workforce statistical reports to achieve optimum staffing leaves, especially while
managing a mix of physical and remote work teams.
Lead the implementation of the Performance framework for the Shared Services through the monitoring of SLA’s,
Operational KPI’s, Call volumes and Customer satisfaction levels.
Build and develop a culture of performance by ensuring rapid customer responses and maintaining accountability for
end-to-end management of service queries and requests from customers.
Facilitate and implement a Quality Management system for the Service Centre, in compliance with the Quality standards of
the SSC
Develop the Strategic Partnering role between the SSC and the Operating Divisions of Transnet (the customer base), from
a Service basis to a Customer Relationship basis.
Set direction for the optimisation and effectiveness of all service centre processes and systems, by establishing
relationships with other SSC Functional areas, IT and Business Process Owners.
Maintain the interface with customers and act as an escalation point for both customer and SSC operational teams
Provide inputs into the negotiation of Service Level Agreements for services to be rendered by the SSC.
Identify customer requirements using inputs from SSC Functional areas, Business Partners and customers themselves.
Recommend customer measurement mechanisms.
Resolve conflicts, complaints and queries in a manner that enhances the relationship between the SSC and its customers.
Monitor and review processes taking appropriate corrective action where necessary ensuring operational performance is
optimized
Monitor and report on customer queries and services and provide service status reports to Governance structures
Escalates issues and concerns raised by customers as necessary to appropriate staff within the SSC and monitors
resolution
Actively lead the service mandate by ensuring a culture of customer centricity remains the driving principle.
Execute all customer interactions by leading through example.
Ensure standardisation of services which are aligned with the Service Management Framework.
Proactively identify potential problems in the Service Centre, due to business process changes in the Functional areas, that
could impact customers.
Ensure that the technology that is in place, enables effective customer engagement.
Propose system changes and enhancements based on operational exp
