PURPOSE OF THE JOB Manages and builds a high-performance call center of CLO's with a clear vision to provide world-class Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that CLO's meet and sustain agreed customer service, productivity and other targets through daily monitoring, coaching & support. Very knowledgeable on all aspects of the products, processes and systems required to deliver outstanding customer service. Ensures that a customer focused, high performance/high commitment environment is maintained and further developed. Supporting the business as a whole with specific focus on the sales and distribution functions by improving customer service through analyzing, evaluating, and optimizing related processes. Establishing and communicating service and performance metrics, monitoring and analyzing results and implement improvements accordingly. MINIMUM REQUIREMENTS: Educational Qualifications: Degree or Diploma Business Management or related field. Experience: 5 years management experience in a Call Centre environment MAJOR RESPONSIBILITIES AND KEY RESULTS AREAS People Management Build & maintain a solid & respectful relationship with each individual who is part of the call center 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 Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts. Ensure frequent engagement and alignment on daily expectation. Ensure that the team meets productivity targets daily. Conduct remote live listens of at least 3-5 calls per week per CLO area. Conduct required 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 Basic Conditions of Employment Act (BCOE) & Labour Relations Act (LRA). Document all performance related discussions. Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with Auto-X core Values. 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. Provide timeous feedback to customers on order delays. 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 Auto-X products, policies, procedures and processes. Internal Liaison and Execution Manage backorders on a continual basis. Provide timeous feedback to customers on order delays. Ensure that the team meets productivity targets daily. (Number of calls per person, orders captured, queries resolved, follow up calls and engagements) 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. 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. 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 ESSENTIAL KNOWLEDGE AND REQUIRED SKILLS Computer Literacy (MS Office Suite). Knowledge of SAP ERP Systems. CRM platforms (Salesforce advantageous) Knowledge of BI Platforms Familiar with Social platforms & complaints handling Knowledge of Call Centre Management systems. ATTRIBUTES: Resilient. Proactive. Action-oriented. Problem Solving and Analytical skills. Flexibility. Planning and organizing. People Management. Relationship Building. Team Player Customer Focused. Communication skills (both verbal and written). The successful applicant will report to the Sales & Marketing Executive.
