Contact Centre Manager

Role Summary
The Contact Centre Manager is responsible for delivering high standards of customer service by maximising the effective and efficient use of Contact Centre staff and technology resources. This role focuses on monitoring, analysing, and proactively planning improvements to overall Contact Centre performance within the DSA: OEM environment.

The Contact Centre Manager coordinates, leads, and manages Contact Centre Agents and operational team leaders, while supporting the Operations Manager with real-time operational issues to ensure service excellence and performance delivery.

If you're ready to belong to an open-mindset work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you'll shine

Qualifications

• Minimum: Grade 12 or NQF level 4 equivalent
• Advantageous: Relevant Call Centre Certificate/Diploma
• Advantageous: Generic Management NQF 5

Experience

• Minimum of 5 years' experience in a contact centre environment.
• At least 2 years' experience in supervisory/managerial role.
• Original Equipment Manufacturer (OEM) experience (Advantageous)

Skills & Knowledge

• Good understanding of Service Level Agreements.
• Extensive knowledge of concepts, practices and procedures associated with professional customer care experience.
• In-depth knowledge of OEM products, features, and technical specifications.
• Understanding contact centre operations including setup of the call flows, scripting, Interactive Voice Response (IVR) etc.
• Demonstrates proficiency with Microsoft Office products.
• Expert level knowledge of Microsoft Excel in particular.
• In-depth knowledge of OEM products, features, and technical specifications.

Responsibilities
Operational

• Supervision of all staff by monitoring movement, activity, and productivity on real-time basis.
• Diligently communicate with project team leaders to ensure task completion within the agreed deadline.
• Assist the Operations Manager as Educator, Sponsor, Coach and Counsellor to Team leaders and Supervisors.
• Assessing staff productivity and making sure disciplinary measures are taken if needed.
• Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure that staff performs at minimum required level as set out.
• Ensuring the team's high quality of work.
• Constant motivation of staff members and brainstorming innovative ways of managing staff motivation
• Reporting problematic areas to the Operations Manager when they arise.
• Monitor and control workflows on daily basis in all areas of the department.
• Analyse and assess contact centre operations to enhance and/or develop, implement, and enforce best practices for all procedures.
• Closely monitors the call volumes to ensure low abandonment rate, maximum customer satisfaction and strong network adequacy.
• Establish contact centre performance metrics, measure, provide corrective actions as needed to maintain them.
• Monitor and improve the quality of the consumer experience.
• Analyses and resolve escalated clients' complaints.
• Responsible for providing reports on various aspects of contact-centre performance to other members of the management team.
• Assures efficient and economical utilization of materials, improvement of methods, and elimination of wasteful practices within the department.
• Monitors productivity of contact centre staff and generate reports
• Provide leadership, development and coaching of Team Leaders and Agents.
• Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Performs other job-related duties as required.

HR Management

• Responsible for recruiting, training, managing and monitoring contact centre staff so that they have the skills and knowledge to meet customer service needs.
• Manage annual staff performance evaluations, using data to demonstrate staff adherence to contact centre standards, productivity standards and customer service standards.
• Maintain harmony amongst staff and resolve grievances.
• Develop workforce planning and utilization programs to satisfy actual and projected requirements including staff scheduling and cost/effective use of temporary services.
• Implement cross-training activities and plans for employees with specific attention toward the development of a highly flexible work force.
• Manage staff according to the Disciplinary code.

Benefits
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine

Job Category:
Contact Centre Manager

Job Type:
Part Time

Job Location:
Johannesburg