Job Title: Call Centre ManagerCompany: Genpact South Africa Proprietary LimitedLocation: 3rd Floor, 26 Girton Road, Parktown, Johannesburg, 2193Minimum Requirements:5 years management experience in a Call Centre environmentProficiency in three or more of the 11 official SA languages will be beneficialComputer Literacy (MS Office Suite)Knowledge of SAP ERP SystemsCRM platforms (Salesforce advantageous)Knowledge of BI PlatformsFamiliar with Social platforms & complaints handlingResponsibilities:Build & maintain a solid & respectful relationship with each individual who is part of the call centre structureDocument performance agreements for each direct reportIntra-day & real-time (hourly) monitoring of KPIsDaily extraction & distribution of team KPI statsDaily monitoring and documented coaching of under-performersDeep 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 performanceEnsure JD, KPI, expected standards are imbeddedPerformance Management of CLO'sEnsure frequent engagement and alignment on daily expectationConduct remote live listens of at least 3-5 calls per week per CLO areaConduct monthly performance reviews and set SMART goals and objectivesManage, Motivate, Coach and Develop direct reportsCelebrate success and recognize the contributions of all team membersAssist in championing the need for continuous improvementEnsure each CLO reads, clarifies & applies communicationEnsure pro-active scheduling of training activitiesApply progressive performance management, if applicableWork closely with the HR Team to comply to the BCOE & LRADocument all performance related discussionsIdentifies and solves problems creatively whilst demonstrating a high-level integrity in line with core ValuesEnsure accurate, valid & complete records as input to Disciplinary EnquiriesEnsure high standards of product knowledge and adherence to documented processesMonitor and manage the resolution of customer complaints within the CRM platformBe 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% resolvedDrive a customer first culture across the teamEnsure changes to services and processes are implemented effectively within the team and documented records of discussion heldMonitor and manage the operation of the team in terms of absence and adherence to scheduled shifts (People Management)Manage backorders on a continual basis to accurately reflect OTIFProvide timeous feedback to customers on order delays
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