The RoleAssistant Manager – Contact Centre – M-KOPA – Randburg OfficeOperational hours Monday to Sunday 07:00 to 20:00You 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 deliveryCreate a culture that empowers the teams to get things done for the customer by delivering brilliant customer serviceExceed performance targets around Customer Satisfaction and team productivityProactively manage customer issues and act as an escalation point for the teamsDrive best practice, continuous improvement and innovation at process and procedure levelProvide 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 exceededReview, monitoring and tracking of individual performance monthly and relevant documentation thereofTrack attrition and absenteeism levels for overall Call Centre, flagging any areas of concern to the Operations ManagerFair and consistent application of company disciplinary proceduresEnsure the smooth running of the Call Centre through the effective briefing and ongoing communicationCarry 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 SLAEnsure revenue and targets are driven and met throughoutIn conjunction with the Senior Operations Manager ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staffProvide regular feedback and reports to the Senior Operations ManagerPresent weekly and monthly stats and feedback to customer'sIdentify further opportunities that can add value to the customer'sTimely and accurate submission of weekly, monthly quarterly operations reportsCreate and maintain Call Centre headcount forecasts and budgetsEffective management of all Call Centre resources and continuous review of how to increase efficiency and reduce costsDrive initiatives and ensure delivery thereof Quality OrientationPlanning and OrganisingCustomer FocusBuilding Strategic Working RelationshipsAligning Performance for SuccessBuilding a Successful TeamContributing to Team SuccessLeading Through Vision and ValuesManaging ConflictStress ToleranceSkills and ExperienceGrade 12Call 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 etcA strong background in customer service and Contact Centre ManagementStrong knowledge of Contact Centre technology and operating systemsUnderstanding of the principals of customer behaviour and customer lifetime valueExperience gained from leading a game changing customer service teamStrong charismatic leadership abilityEffective communication both oral and writtenStrong relationship building skills both internal and externalDemonstrated ability to manage own workload and effectively prioritise activitiesAbility to manage change and motivate people through itProven ability to motivate and lead high performing teams to meet KPI's and targetsDemonstrated success as a team member and contribution to team goalsAnalytical and results orientatedProfessional with a high level of integrity and trustworthinessProactive and open to change or new approachesAbility to step outside of existing thinking and methodologies when troubleshooting issuesDemonstrates a persistence and passion to deliver excellence in everything done
