About the position
Our client in the Manufacturing industry is currently looking to employ a Call Centre Manager based in Elandsfontein, Gauteng.
A wonderful career opportunity awaits you.
Requirements:
- Degree or Diploma in Business Management or related field.
- 5 Years’ management experience in a Call Centre environment.
- Computer Literacy (MS Office Suite).
- Knowledge of SAP ERP System beneficial.
- Knowledge of CRM platforms (Salesforce advantageous).
- Knowledge of BI Platforms.
- Familiar with Social platforms & complaints handling.
- Knowledge of Call Centre Management systems.
- Very good writing skills – attention to detail.
- Proficiency in three or more of the 12 official SA languages will be beneficial.
Responsibilities and expectations but not limited to:
PEOPLE MANAGEMENT:
- Build & maintain a solid & respectful relationship with each individual who is part of the call centre structure.
- Document performance agreements for each direct report.
- Intra-day & real-time (hourly) monitoring of KPIs.
- Daily extraction & distribution of team KPI stats.
- Daily monitoring and documented coaching of under-performers.
- Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QA’s, Manager, and relevant stakeholders, if needed).
- Weekly documented coaching/feedback on CLO’s performance.
- Ensure JD, KPI, expected standards are imbedded.
- Performance Management of CLO’s.
- Ensure frequent engagement and alignment on daily expectation.
- Conduct remote live listens of at least 3-5 calls per week per CLO area.
- Conduct monthly performance reviews and set SMART goals and objectives.
- Manage, Motivate, Coach and Develop direct reports.
- Celebrate success and recognize the contributions of all team members.
- Assist in championing the need for continuous improvement.
- Ensure each CLO reads, clarifies & applies communication.
- Ensure pro-active scheduling of training activities.
- Conduct crucial conversations (difficult discussions).
- Apply progressive performance management, if applicable.
- Work closely with the HR Team to comply to the BCOE & LRA.
- Document all performance related discussions.
- Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with the company’s core Values.
- Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
- Ensure accurate, valid & complete records as input to Disciplinary Enquiries.
CUSTOMER LIAISON MANAGEMENT:
- Ensure high standards of product knowledge and adherence to documented processes.
- Monitor and manage the resolution of customer complaints within the CRM platform.
- Be available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in).
- Take full ownership to resolve an escalated query (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
- Drive a customer first culture across the team.
- Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
- Stay up to date with the relevant information and knowledge of all products, policies, procedures and processes.
INTERNAL LIAISON AND EXECUTION:
- Manage backorders on a continual basis to accurately reflect OTIF.
- Provide timeous feedback to customers on order delays.
- Ensure that the team meets productivity targets daily.
- Provide input to weekly & monthly reports as required by the Line Manager.
- Manage internal stakeholders by sharing update on open orders and status of potential failures, complains and open order report.
CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING:
- Provides advice and guidance to Management on internal stakeholder related matters.
- Implements and monitors the stakeholder management systems. (Reporting)
- Ensures the effective, efficient, economical and transparent use of financial and other resources.
- Contributes to the budget preparation process.
- Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
- Acknowledgement & publicizing achievements of excellent performers.
- Visible display and management of performance and progress.
GOVERNANCE & COMPLIANCE:
- Conform and adhere to Health and Safety standards as per legislative requirements.
- Establishes and maintains effective working relationships through collaboration with stakeholders and relevant interests.
- Report any Health and Safety concerns/incidents in the workplace to the manager / Health and Safety Representative.
- Ad hoc and stand in duties as requested by Line Manager.
- Manages relationships in accordance with policies, procedures, and legal requirements.
- Document or save communication and orders accordingly for follow up and compliance purposes.
Please note should you not receive a response within two weeks of applying you may assume that your application was unsuccessful.
Desired Skills:
- Call Centre Manager
- Business Management
- CRM
- People Management
- Customer Service
- Customer Liaison
- Performance Management
