Contact Centre Manager

1 week ago

Durban, South Africa Adele Wint & Associates Full time

Responsible for the management and daily reporting of the iBranch Contact Centre.

Responsible for systems and process management, operations management, cost management, resource management, shift management, compliance, efficiency management and service excellence for these teams.
- Ensure the accuracy of daily/weekly/monthly reporting statistics
- Ensure that resources are trained to effectively and timeously attend to the administration function.
- Conduct training needs analysis to highlight training gaps and strategies to rectify
- Ensure that departments are optimally staffed to manage costs per seat vs services delivered/turnaround times.
- Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.
- Ensure the various CRMs/Systems is set up to enhance workflows and implement such systems, efficiencies and reporting capabilities for campaigns.
- Develop quality measures to rate quality of service delivered and turnaround times - include appropriate areas that are campaign specific. Ensure quality targets are achieved and interventions are implemented to increase quality outputs where there are shortfalls
- Identify ways in which to increase motivation and team work and to foster a positive work environment
- Resource management of a diverse team, responsible for setting direction/targets and conducting the day to day people management function of the team
- Conduct performance reviews with the relevant Managers and ensure that performance reviews are conducted for the remainder of the team
- Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
- Review training needs continuously
- Ensure that any staff movements (recruitment, transfers, promotions, terminations, etc) are reported to HR and proper processes are followed
- Ensure that resources are trained to effectively deal with account queries, audit queries and account updates.
- Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
- Ensure that the Hollywood brand and image is promoted through excellent customer service
- Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
- Implementation of CRM (Customer relationship Management) system to increase reporting capabilities, increase efficiencies and automate the query resolution and escalation process
- Ensure queries are resolved timeously and at point of call where possible

**Other**
- Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
- Work closely with other iBranch functions such as mobile department, Internet and Digital Marketing Department in order to understand the dependencies that exist between departments.
- Any other ad hoc duties that might be required

Market related pacakge with provident fund.

**Requirements**:

- 5 years Managment experience
- Matric
- Diploma / Degree
- Customer Service experience
- Call Centre Management
- Dialer Systems
- IVR
- Quality Assurance

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