Contact Centre Manager

Responsible for planning, developing, and managing the overall Contact Centre strategy. Including resource planning such as labour force and management of the Contact Centre. Tracking, measuring, and reporting of the overall Contact Centre productivity and efficiency. Ensure that the corporate standard service levels met and maintained. To monitor performance, coach and motivate staff to maximise every selling opportunity for Cruises in order to exceed revenue targets.

**Principal Accountabilities**:

- Analysing and making use of data and insight to design and deliver customer focused services that address the priority areas of the Contact Centre
- Ensuring that Contact Centre teams provide customers with a friendly, professional, and consistently high-quality service helping to resolve various queries accurately, timeously, and effectively
- Producing daily, weekly, and monthly reports and disseminating information to stakeholders
- Implementing control measures to ensure that the daily enquiries and ticket resolution are performed according to the SLA. i.e. logged, resolved, outstanding
- Implementing control measures (auditing, spot checks) to ensure that all queries are escalated to the Contact Centre are attended to and resolved within the required SLA
- Reviewing management information and making suggestions, recommendations on improvements across the Contact Centre
- Leading and developing the team to ensure consistency in performance, stability, and succession planning
- Planning and delivering programmes to retain and grow Contact Centre team leaders and Contact Centre Agents
- Carrying out regular 1-on-1 sessions, developing a culture where training and development are a fundamental part of team management, identifying skills gaps and working with trainers to ensure the skills and knowledge are developed and transferred effectively
- Embedding a high-performance culture, framework and reviewing processes to achieve service levels and improvements against set targets
- Identifying and instilling best practice, processes and systems and driving a continuously improving environment
- Ensuring personal conduct is aligned to Company procedures
- Contributing to the designing and implementation of change programmes and projects which impact the Contact Centre
- Ensuring effective and consistent communication throughout the team, encouraging feedback and customer insight in order to enhance the customer experience
- Building and maintaining effective internal and external stakeholder relationships
- Maintaining open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis and resolution
- Identifying, managing, and developing relationships with key partners to meet the objectives and goals of the Company
- Undertake needs assessments, performance reviews and cost/benefit analyses
- Responsible for recruitment and selection as required
- Coordinate staff recruitment, job adverts and liaise with HR
- Responsible for the Contact Centre Budgets
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Review the performance of staff, identify training needs and plan training sessions
- Coach, motivate and retain staff
- Co-ordinate bonus, reward and incentive schemes
- Handle the most complex customer complaints or enquiries
- Organise shift patterns and the number of staff required to meet demand
- Attendance management of direct reports
- Performance management of direct reports
- Be a role model to all employees.
- Flexibility to work in line with MSC Cruises operational requirements
- Present a professional and favourable image of The Company at all times.

Experience

Essential: Grade 12, (Matric)

Bachelor of Commerce in Business Management Relevant Contact Centre certification

Minimum of six/seven years Contact Centre managerial experience Proven experience of managing first line managers

Knowledge of Contact Centre technologies Experience of managing and working with budgets Experience in starting up a new Contact Centre Knowledge of PowerPoint, Word, Excel etc.

Desirable: Travel & Tourism Diploma

Relevant tourism experience Technical: Contact Centre Call Manager Platforms

Key Skills
- Able to develop and nurture performance in service
- Adaptable to changing business priorities
- Influential leader with good leadership skills
- Skilled report writer
- Tech-savvy
- Self-motivated
- Customer centric
- Developing self and others
- Deadline driven
- Creative problem solving
- Strong Learning agility
- Conflict management
- Decision making and sound judgement
- Knowledge of policies, processes and procedures and other business imperatives
- Service orientated
- High level of professionalism
- Strategic thinking
- Excel in Workforce management systems
- Excellent communication skills, both written and verbal
- Strong interpersonal skills to be able to deal with people at all levels
- Analytical sk