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
