Contact Centre Manager

Title

Contact Centre Manager

Manage daily operations of the call centres

• Team leadership, coaching & performance management
• Resource planning & management
• Operational and planning management
• Training and development
• Quality Assurance and customer experience
• Reporting, statistics and continuous improvement
• Compliance and policy adherence
• Departmental administration
• Identify risk in all interactions and management thereof
• Grow departments through innovation
• Internal & External Improvement & Interaction
• Drive communication with other teams INC’s logged and push them into completion as required
• Ensuring departmental expenses are kept to a minimum, focusing on managing overtime, achieving target saving of 5%.

Managing customer interaction

• Monitoring of customer interactions across all platforms
• Assisting with daily operations where customer demand requires
• Manage resources
• Ensuring SLA’s are met
• Identify needs of customers and act where required, via logging of system improvements or introducing new communication platforms or technology.

Operational Management

• Ensure smooth day-to-day operations of the call centre
• Manage workforce scheduling, shift planning and attendance
• Monitor call volumes and allocate resources accordingly
• Ensure adherence to service level agreements (SLA’s) and response time targets
• Assess and provide input to call centre system improvements & platforms
• Facilitate regular team meetings

Team leadership & Performance Management

• Oversee daily activities of first line and contact centre agents
• Conduct call monitoring & quality checks
• Coaching, mentoring and motivating a team of agents and first line support to achieve performance targets
• Identify training requirements
• Manage team in accordance with company policy and procedures
• Monitor individual and team performance through KPI’s (e.g call handling time, customer satisfaction and first call resolution)
• Conduct regular individual and team performance through goals and provide feedback
• Address performance issues and implement corrective actions
• Identify areas of improvement/development
• Facilitate regular team meetings
• Encourage study opportunities and ensure study plans and PDP’s are in place

Training & Development

• Identify training requirements
• Provide coaching to existing and new team members
• Identify skills gaps and arrange additional training and improvement plans
• Identify areas of improvement/development
• Keep the team updated on product/service changes and company policies
• Encourage study opportunities and ensure study plans and PDP’s are in place

Quality Assurance & Customer Experience

• Monitor customer interactions to ensure high service quality
• Ensure high service levels and customer satisfaction.
• Handle escalations and complex customer complaints
• Implement best practices & improve processes to enhance the customer
• experience

Reporting & Admin

• Generate reports on team performance, call metrics and customer feedback
• Ensure monthly reports are compiled within set time frames
• Analyse data to identify trends, inefficiencies, and areas of improvement. Act on outcomes where needed
• Improve department and SLA’s based on statistics
• Ensure departmental admin is submitted within deadlines
• Schedule, manage and approve leave, overtime and in timeframe set out by Human Capital, as well as managing staff leave balances. Do all approvals before payroll closes.

Compliance & Policy Adherence

• Ensure that all agents and first line team members comply with company policies, industry regulations, and data protection laws
• Enforce adherence to scripts, procedures and call handling guidelines
• Enforce standard operating procedures & processes

Identify system and process improvements to improve customer experience

• Meeting with internal and external stakeholders to improve call centre efficiency.
• Improve customer experience through automation of services.

Relationship maintenance with Projects and Service Delivery

• Ensure all communication of system challenges is directed to the correct parties
• Inform all affected parties of system issues immediately as they are being experienced.
• Requesting of incident reports on system challenges and sharing with the relevant stakeholders in a timeous manner.

Drive maintenance and improvement in Net Promoter score ACS in Altron Stakeholder Survey

• Increase the Net Promoter Score
• Calling clients to identify where improvement is required and working towards resolution
• Lumoa survey responses

Educational Qualifications:

• Matric is required
• Degree or Diploma in Call Centre or General Management is required
• Supervisor / Management qualification is required
• A+ / N+ or a similar technical is advantageous.
• SQL & Power BI is advantageous.
• MS Office Suite is required with strong excel skills
• ITIL v4 Foundations
• Helix / Remedy advantageous

Professional Qualifications

• Call Centre experience required.
• Customer service experience required.
• Financial Services experience will be an added advantage.

Years of Experience

• 4 – 6 Years Call Centre experience
• 3 – 4 Years Management experience

Other requirements

• Working knowledge of Banking systems or cash loan industry advantageous
• Fluency in English and one additional language is mandatory.
• Other additional languages will be an advantage.
• Excellent administrator with strong attention to detail
• Time management is essential.
• Flexibility in terms of working outside of ordinary office-hours
• Strong oral and written communications skills.
• Must have an excellent telephone manner and customer service ethic.
• Organisational and prioritisation skills.
• Technology and system savvy.
• Ability to identify opportunities for improvement, automation and efficiency
• Intermediate computer & Microsoft Windows knowledge.
• Numeracy skills.
• Proven track record of being analytical.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to multi-task.
• Ability to identify opportunities for improvement.

Education

Languages