Call Centre Manager

SUMMARY:
We are seeking a Sales & Service Centre Manager to drive operational excellence in the Sales & Service Centre by providing best in class customer service to the ATT/ AMS client base and critical support to the business so that sales objectives are met and in line with the Company SOP.

POSITION INFO:

Customer KPA: To oversee customer interactions across multiple channels so that mandated service levels standards (SLA’s within SOP) are maintained in order for the market share objectives of the Sales department to be supported.

Financial Responsibilities:

• Drive successful outbound campaigns - Support the broader sales initiatives of the business by achieving key milestones for the Outbound Campaigns (Open Cases and Stock Requests)
• Control Expense Budget
• Keep all operational expenses within the annual budget - Drive a culture of Zero Rands lost due to transactional and processing errors
• Act on Reported losses – low GP, courier costs, pricing and product errors, etc – either via training and/or IR channels
• Improve and QA the new SOP where relevant

Customer Responsibilities:

• Take the friction out of the Sale (quote & Invoice) process – reduce NOISE
• Oversee 100% uptime on multiple inbound and outbound channels so that customers can communicate with the Sales & Service Centre via their preferred platform and implement DR processes when required
• Take overall responsibility for fast and accurate responses (in line with S KPI’s) to our Sales & Service Centre customers so that internal and external stakeholders have increased confidence in the Sales & Service Centre. Measured by monitoring escalated complaints (via Cindy Beaumont’s report) received internally and externally.
• Each quarter instruct Marketing Department to issue a survey to stakeholders to rate service delivery standards
• Oversee excellent customer service standards
• Receive QA scores on all Consultants and action any training or corrective disciplinary issues that arise
• Be responsible for an overall error rate of less than 2% of total transactions
• Set and oversee the customised performance metrics for each channel/s as well as a best practice for each channel

• Ensure the Sales & Service Centre is competently staffed at all times
• Recruit Consultants within ideal specification
• Take charge of the employee on boarding process and meticulously manage the probationary clauses of new employees as per the HR policy and in line with SOP
• Oversee all Consultant training – new staff, issue log, adhoc requirements that are identified by management
• Drive the achievement of important SLA’s and action statistics that are below standard
• Day to day Queue SLA’s
• Weekly and Monthly report analysis and actioning

• Issue logs and human error reports
• Requeuing percentages
• Handling time averages
• Knowing when and how to pull ad hoc reports

• Ensure Outbound activities happen daily
• 069_ and Consultant incentive targets – increase number of Consultants that qualify and restructure targets every 6 months
• Complete Root Cause Analysis on problems based on stats / data available
• Issue Logs/Human Error Report
• Inbound Email & Salesforce channels
• Inbound Telephony channel
• Outbound channels
• Number of Cases handled
• Being able to pull the right report to find the required information
• Recommended corrective actions referred for SOP review
• Escalate SOP revision requests internally before SOP changes recommended
• Ensure a proper system is monitored for escalated complaints
• Draw up a schedule to ensure weekly touch points with other departments

Learn and Grow Responsibilities:

• Team Development

• Conduct Skills Audits on all staff within areas of control in March each year or if a new recruit, within 3 months of the employment date
• Based on the Skills Audit results, implement a training and development plan for Team Leaders and/or Sales & Service Centre Consultants in April of each year
• Have oversight of the effectiveness of training by making sure that skills are utilised and applied within the Sales & Service Centre
• Motivate and lead by example
• Manage the development of Sales & Service Centre Consultants through the skill level groups so that talent is identified and retained within the business

• Performance Management

• Conduct Probationary Reviews with new staff members at 2 weeks, 6 weeks, 12 weeks and 6 months
• Conduct 3 sets of formal KPI reviews per Consultant per year – Mar to Jun, July to Oct and Nov to Feb
• Oversee that individualised coaching is completed promptly at the time that problems arise and are properly recorded on the employee HR file
• Take disciplinary action (in consultation with IR specialist or direct line manager) when required and in keeping with the LRA and ATT policies and procedures

• Housekeeping

• Ensure that our professional corporate image is maintained within all areas of the Sales & Service Centre
• Ensure that all Sales & Service Centre staff are professional in their appearance and conduct
• Ensure Sales & Service Centre staff are properly equipped with the correct tools to do their jobs
• Participate in ad hoc projects
• Monitor and ensure that work areas are neat and conducive to efficient workflow
• Monitor and escalate any health and safety risks
• Ensure that the Team Leaders manage the housekeeping of their teams

DECISION MAKING CRITERIA:

Staff Activities

• Authorise leave
• Sign off expenses within approved limits for (if budgeted for and within limits of authority)
• Sign off time and attendance for Sales & Service Centre
• Recruit new employees
• Authorise disciplinary action
• Overtime if prearranged and with budget
• Complete and submit monthly stats per Consultant
• Floor arrangements (seating/ equipment etc)
• Yearly Team Building exercise

Sales & Service Centre Operational Activities

• Capex/Opex equipment replacement up to R5,000 if within budget
• Office equipment/stationery expenses
  
  

MINIMUM REQUIREMENTS/QUALIFICATIONS AND/OR EXPERIENCE

• Matric certificate
• A tertiary diploma or degree with a focus on Operations or General Management is preferable
• 5 years of operational experience (Tyre industry preferred)
• 3 years of Sales & Service Centre Management/Supervisor experience
• Fully competent with and at least 3 year of working experience on the below systems:

• Salesforce
• Sage Evolution
• Mitel / CCMWeb
• Call Cabinet/Atmos

Knowledge:

• Sales & Service Centre operational knowledge
• ATT/AMS Sales & Service Centre SOP’s
• Customer SLA’s 7.
• IR & Labour Relations Policies
• ATT Policies & Procedures
• Income statement navigation
• ATT Organogram & Business Process
• Basic understanding of ATT volume discount structures
• ATT/AMS product knowledge
• Export requirements

Skills:

• Customer service skills
• ATT/AMS software skills (Salesforce, Sage, Telephonic system)
• Coaching & corrective management skills
• Basic budgetary and asset management skills
• Leadership and Management skills
• Presentation skills
• Problem solving & trouble shooting skills
• Conflict resolution skills (internal & external)
• Time management skills
• Relationship Management
• Sales & Service Centre operational skills
• Negotiating skills

Attitude/Behavioural Requirements (Compulsory):

• Act with honesty and integrity
• Strive to reach targets
• Respect each other
• Serve our customer
• Work as a team (reduce silos)

BENEFITS