Assistant Call Centre Manager - Inbound (M-KOPA )

SUMMARY:

The Role

Assistant Manager – Contact Centre – M-KOPA – Randburg Office

Operational hours Monday to Sunday  07:00 to 20:00

You will have ongoing accountability for the operational delivery of all aspects of the relevant campaign, as well as building and maintaining a strong working relationship with the customer, ensur...

POSITION INFO:

The Role

Assistant Manager – Contact Centre – M-KOPA – Randburg Office

Operational hours Monday to Sunday  07:00 to 20:00

You will have ongoing accountability for the operational delivery of all aspects of the relevant campaign, as well as building and maintaining a strong working relationship with the customer, ensuring that the Campaign is managed in line with the agreed strategies and targets.

Lead the teams, ensuring effective use of resources, with responsibility for meeting and setting customer service targets and planning areas of improvement and development by achieving agreed service levels.

Drive a performance culture where staff perform at optimal levels of both productivity and service delivery

Create a culture that empowers the teams to get things done for the customer by delivering brilliant customer service

Exceed performance targets around Customer Satisfaction and team productivity

Proactively manage customer issues and act as an escalation point for the teams

Drive best practice, continuous improvement and innovation at process and procedure level

Provide leadership and focus to the Call Centre ensuring everyone is highly focused and that morale and motivation is in line with the achievement of the clients SLA and that targets are met and exceeded

Review, monitoring and tracking of individual performance monthly and relevant documentation thereof

Track attrition and absenteeism levels for overall Call Centre, flagging any areas of concern to the Operations Manager

Fair and consistent application of company disciplinary procedures

Ensure the smooth running of the Call Centre through the effective briefing and ongoing communication

Carry out quality of service to customers as determined by the QA Division and to be maintained throughout the duration of the customers contract in line with the SLA

Ensure revenue and targets are driven and met throughout

In conjunction with the Senior Operations Manager ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staff

Provide regular feedback and reports to the Senior Operations Manager

Present weekly and monthly stats and feedback to customer’s

Identify further opportunities that can add value to the customer’s

Timely and accurate submission of weekly, monthly quarterly operations reports

Create and maintain Call Centre headcount forecasts and budgets

Effective management of all Call Centre resources and continuous review of how to increase efficiency and reduce costs

Drive initiatives and ensure delivery thereof

 

Quality Orientation

Planning and Organising

Customer Focus

Building Strategic Working Relationships

Aligning Performance for Success

Building a Successful Team

Contributing to Team Success

Leading Through Vision and Values

Managing Conflict

Stress Tolerance

Skills and Experience

Grade 12

Call Centre Management qualification or any other related tertiary qualification is an advantage

 

KNOWLEDGE AND SKILLS:

Successful track record in Leading or managing a team (2 -3 years)

Must  Inbound experience , Experience in Handling Chats , Social Media channels etc

A strong background in customer service and Contact Centre Management

Strong knowledge of Contact Centre technology and operating systems

Understanding of the principals of customer behaviour and customer lifetime value

Experience gained from leading a game changing customer service team

Strong charismatic leadership ability

Effective communication both oral and written

Strong relationship building skills both internal and external

Demonstrated ability to manage own workload and effectively prioritise activities

Ability to manage change and motivate people through it

Proven ability to motivate and lead high performing teams to meet KPI’s and targets

Demonstrated success as a team member and contribution to team goals

Analytical and results orientated

Professional with a high level of integrity and trustworthiness

Proactive and open to change or new approaches

Ability to step outside of existing thinking and methodologies when troubleshooting issues

Demonstrates a persistence and passion to deliver excellence in everything done