Job No: 13040 Call Centre Manager Salary: R 500 000 Per Anum Location: Centurion EE Position
The successful Candidate is responsible for:
Planning and implementing Call Centre strategies and operations, improving systems and processes and managing staff.
To maintain and improve Call Centre operations by monitoring system performance
Identifying and resolving problems;
Preparing and completing action plans;
Completing system audits and analyses;
Managing system and process improvement and quality assurance programs.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Lead an effective resource planning team, ensuring that resource is fully utilised, and any contact demand is effectively covered.
Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Managerial experience in a Support Centre environment (minimum 2years)
OR at least 3years experience in a Team Lead role combined with total Support Centre experience of at least 5 years.
Fluent in English (read, write, speak)
Good communication skills
Telephone etiquette training
Any Call Centre training qualifications
Technical software qualifications will be beneficial
Good understanding of Microsoft operating system and Office package
Good knowledge of the Signio system will be beneficial
CRM system knowledge (specifically Dynamics) 3 years
Understanding of CRM-telephone system integration
Understanding of Asternic Telephone system will be beneficial