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 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.Ensure frequent engagement and alignment on daily expectation.Conduct remote live listens of at least 3-5 calls per week per CLO area.Conduct monthly 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.Apply progressive performance management, if applicable.Work closely with the HR Team to comply to the BCOE & LRA.Document all performance related discussions.Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with core Values.Ensure accurate, valid & complete records as input to Disciplinary Enquiries.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.Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.Monitor 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 OTIF.Provide timeous feedback to customers on order delays. (Customer)
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