Manager: Enterprise Client Services

To ensure effective management of staff, processes, performance and systems of the Enterprise Contact Centre and to ensure optimal implementation and delivery of end to end customer service/experience to our Enterprise Business segment clients and operational support in line with the Customer Experience and Enterprise Business Unit Strategy

**Job Role**

**Operational Planning**
- Optimise and align operational targets, processes and systems to business strategy of the Customer Experience and Enterprise Business Unit
- Compile the Functional Unit Business Plan and manage the plan in line with the overall 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 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