Overall purpose of the job: As the Customer Services Manager you will be accountable for the daily running and management of the SecureDrive call centre through the effective use of resources.
This will include Inbound, Outbound, and Digital channels.
You will have the responsibility of managing call centre team leaders, motivating them to meet and exceed targets through providing exceptional customer experience services, as well as assisting incoming calls, e-mails etc.
The Customer Services Manager ensures that the operations support Fidelity SecureDrive strategic plans and are in accordance with established policies and procedures.
Duties & Responsibilities: Effectively supervise call centre personnel, ensuring optimal performance by overseeing all the activities of the Supervisors, Team leaders and AgentsProvide leadership to all personnel through effective objective setting, delegation, motivation, and communicationMeeting and exceeding performance targets for speed, efficiency, sales and quality within the call centreDevelop sales strategies to guarantee continued growth in line with company objectives and market conditionsLiaise with Supervisors, Agents and third parties to gather information and resolve issues for inbound lineCollaborate with other leaders within the organisation to generate value for SecureDriveProvide trend analysis to National Operations HOD and other Senior leadersConduct regular meetings to ensure that personnel are well informed of changes in products, services, policies, and proceduresMaintain up-to-date knowledge of industry developments and call centre best practicesManage Quality Assurance of calls to improve quality, minimise errors and track operative performanceProvide a support to Sub-contractors, Key Account Managers, Service providers, Sales Managers, etc.Ensure that all relevant communications, records and data are uploaded/attached to callsAttend regular meetings with National Operations HOD, Supervisors and Agents to discuss all matters related to the call centreKeeping accurate records of discussions or correspondence with customersReach required conversion, talk time and number of calls touchedManagement all aspects of call centre Service Level Agreement (SLA) objectivesEnsure customer queries, fitments, repairs and related tasks are distributed and resolved within SLADrive a culture of continuous improvement at all levelsImplementation effective performance management processes within sales teamsConduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performanceFormulate and implement employee corrective actions as needed including training and/or coaching sessionsCompile accurate management reports on Call Centre statistics and activities for the National Operations HODMonitor timekeeping, overtime, and payroll recordsDrive and influence the desired culture within the SecureDrive National Call Centre teamAbility to multitask and ensure resolution of escalations, internal and external, and ensure effective communication with Call Centre HODDevelop a customer retention strategy in collaboration with the HODMinimum qualifications and experience: Matric / Grade 12Relevant qualification/degree advantageousCertificate in Basic Principles of Call Centre (advantageous)Minimum of 2 years in Managerial role within a Call Centre environmentMinimum 5 years' experience in customer service managementExcellent verbal and written communication skillsComputer Literate (MS Office, Excel, PowerPoint)Great interpersonal skillsAttributes: Target DrivenCoaching SkillsAnalytical SkillsIntegrityEfficientPunctualDisciplinedInfluencerPatienceAttentivenessAssertivenessSound leadership skills with the capability to motivate and develop staffClear communication skillsAbility to use positive languageAction orientatedTime ManagementPlanning and OrganizingGreat work ethic and a willingness to do what needs to be doneAttention to detailProblem SolvingAbility to perform under pressure and within a fast-paced environmentTeam Player willing to go the extra mile when neededProactive Mindset We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate. Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
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