Contact Centre Manager

**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