Call Centre

**POSITION PURPOSE**

This role reports directly to the Call Centre & Data Hub Administration Manager. It is in essence delivering assistance to the CC & DH Manager including the CEDO. This role is responsible for ensuring the delivery of exceptional service with specifically trained and skilled call centre agents.

The responsibility extends to accurate reporting and management of the Call Centre Agents. Develop team growth in terms of quality of service offered to customers and enable the ability to achieve and exceed individual and team targets and goals. Responsible for call quality assurance and adherence to call centre processes. Develop effective operational plans and identify training requirements when necessary. Act as a mentor and coach the staff.

Responsible for providing excellent and effective client service on all systems that Broll FM Division may use or acquire. As a Call Centre & Systems Supervisor - you are responsible not only for the user interface concerning Archibus but all other on-site systems. This position will act as the fallback to the National Call Centre. This role will assist with systems super user functions and driving calls to closure in the given time frames as set out in the SLA. This position calls for any administrative and systems assistance the business deems necessary that will influence outstanding customer service to all clients and stakeholders.

Assist with all system-related issues/requests to ensure that the operational team can execute work as required. This position is the custodian of client account data collection. Ensuring robust quality control of all data received and data changes for all our client's databases. This position is responsible for monitoring, coordinating and conforming to data processes.

This position requires the incumbent to be on-site.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

**1. Assist Internal Clients (business) and Suppliers**:

- Provide training to clients and suppliers on systems rolled out to this client account.
- Provide first-line assistance to internal Clients (business) with Archibus or any other system that is used on the client account, related queries
- Assist with asset-related queries, if detecting or informed of such discrepancies (provided Broll is responsible for the continuous management of client asset information)
- Receive and communicate any system-related problems
- Assists the Systems Project Manager in executing projects
- Provide quality control assistance to the operations team by following the collaboration process.
- Updating missing information following the process linked to the data update request.
- Identifying and addressing problems and risks
- Quality Measures to determine if customer requirements are met: Evaluation of client feedback information; Comparison of specific outputs to total outputs; Inputs gathered compared and must be concerning the required outputs. Broll expectation: Timeliness, accuracy, meeting regulatory requirements, courtesy, meeting customer needs - through internal and external feedback
- Conduct root cause analyses to identify performance gaps and opportunities

**2. Assumes responsibility for ensuring that the quality of service provided is of a high standard**
- This is an operational execution role. Ensuring that the FM Department’s strategy influencing the call centre and data administration is implemented and optimally functioning.
- Managing the on-site Call Centre Agents and their deliverables
- Responsible for the implementation of effective and efficient business processes.
- Selecting data to perform quality assurance from the telephone system / CAFM Systems and mailboxes
- Recording and reporting on customer satisfaction.
- Moderating the quality of the data by using a predetermined checklist
- Noting down recommendations and scoring
- Setting up weekly meetings to go through the data per agent
- Setting up of training sessions after completion of coaching sessions
- Identify and escalate priority issues.
- Document all call information according to standard operating procedures.
- Custodian of best practices
- Implementing and controlling shift schedules and workforce management requirements.
- Identifying shift process problems and taking appropriate corrective actions
- Re-allocating resources to specific process duties based on business needs and or individual strengths and weaknesses.
- Resolving customer complaints on referral from the floor and initiating corrective actions.
- Continuously re-assessing the process for possible bottlenecks and implementing corrective measures
- Ensuring the continued availability
- Ensure excellent external and internal customer interaction.
- Monitoring escalated customer complaints/disputes and ensuring follow-up and closure.
- Ensuring all relevant information on customer interaction is correctly captured on the system

**3. Assume responsibility to create and/or maintain client data in Concept Evolution and any o