Maintenance Call Center Manager

Are you a Maintanance Manager with technical and call center experience looking on joining a fastest growing group of companies? Afrirent Holdings is looking for a Maintenace Manager to oversee and optimize the operations of a call center dedicated to handling maintenance-related inquiries, service requests and other issue.

**Duties and Tasks**

**Strategy Development and Implementation**
- Develops the maintenance call centre strategy in alignment with Afrirent’s overall strategy, business objectives and targets
- Monitors competitor activity, fleet demand and market demand
- Drafts, maintains and implements the call centre policies, procedures and processes
- Conducts research to stay abreast of call centre technologies, systems and industry regulations
- Identifies and makes recommendations for improvements and enhancements to improve the overall customer experience
- Identifies potential risks and compliance requirements and monitors adherence thereof
- Monitors, manages and tracks the achievement of key performance indicators and revenue targets
- Identifies best practice trends and opportunities to enhance existing policies, processes and procedures
- Monitors adherence to service level agreements (SLA’s) with customers, suppliers and subcontractors

**Customer Service / Fleet Maintenance Management**
- Manages the maintenance and call centre daily operations and oversees that all standard operating procedures are adhered to
- Sets and monitors the achievement of targets and addresses areas of concern
- Monitors the levels of call handling efficiencies by ensuring that called are responded to promptly and according existing, approved protocols
- Manages and oversees the call centre to ensure that:

- Vehicles are maintained
- Routine repairs and maintenance are scheduled and carried out
- Service notifications are delivered timeously
- Maintenance and repairs reconciliations are conducted
- Authorises maintenance requests
- Obtains additional / comparative quotes when deemed necessary
- Makes decisions to actively reduce the downtime of vehicles by facilitating and monitoring the turnaround times on approvals and repairs
- Reviews inspection and technical reports on all breakdowns and repairs of vehicles
- Provides technical advice with regards to breakdowns of the fleet vehicles, conducts inspections of breakdowns and makes cost-effective repair decisions
- Monitors the achievement of results and develops action plans to address issues identified and to improve results
- Monitors and reports on the achievement of internal and external SLA targets
- Addresses areas of concerns and puts plans in place to ensure compliance with SLA's

**Administration and Reporting**
- Compiles and submits reports on proposed maintenance of vehicles and the costs thereof
- Collects and analyses data and statistics to identify gaps and trends, and makes recommendations for improvements in the call centre
- Submits reports on targets achieved, changes implemented and recommended improvements
- Provides feedback and recommendations on identified issues and improvements
- Identifies and implements innovative and proactive solutions to improve the call centre processes
- Investigates and reports findings and recommends preventative measures to internal stakeholders
- Implements effective quality control measures, including call monitoring and feedback mechanisms, in order to maintain high levels of service standards

**Stakeholder Management**
- Builds effective relationships and communication channels with internal stakeholders
- Manages and maintains key partnerships in order to create opportunities for service enhancements and the creation of business value
- Manages SLA’s with internal and external clients, suppliers, subcontractors and customers
- Provides assistance with rates as requested for tender submissions
- Collaborates closely with all relevant departments to promote and ensure a positive customer experience

**International Organisation for Standardisation (ISO) Audit Compliance**
- International Organisation for Standardisation (ISO) Audit Compliance

**Budget Management**
- Develops the annual Departmental budget
- Monitors expenditure in line with the approved budget and contracts / service level agreements on an on-going basis
- Ensures strict adherence to the approved budget

**People Management**
- Manages the unit in line with company policies
- Fosters a suitable and supportive environment conducive to staff development and the achievement of departmental objectives
- Implements staff development and training to achieve the unit and organisational objectives
- Implements performance management and monitors the performance of staff

**Qualifications and Requirements**
- N3 in Mechanical Engineering/Artisan/ Trade Test/Motor Mechanic
- Qualifications within the technical field (Ideal)
- Valid Drivers License (CODE 14)

**Experience**
- 5 years in the Automotivev Industry
- 2 years in a leadership