Call Centre Manager - 13040

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.

Key Responsibilities:

  • 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.

Qualifications:

  • 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

Technical Skills:

  • 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