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
