To manage and oversee the smooth functioning of the Customer Services Contact Centre in order to achieve service levels, positive customer experiences, and to build and maintain an integrated and balanced people management approach in a cost-effective manner.
Customer Services Strategy
Execute and communicate functional strategy and projects to the Customer Service teams
Actively participate with the implementation and monitoring of strategic and departmental projects
Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise
Drive recruitment strategy and resource models in line with departmental strategy or projects
Operational Management
Implement operational strategies to achieve and maintain service levels across various channels
Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities
Draft and maintain Standard Operating Procedures documentation
Develop business cases and requirement specifications that will support any new system or functional requirement within the department and participate in UAT as required
Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators; produce relevant reports, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required
Actively manage dispositions across telephony architecture
Communicate clearly, effectively and timeously to ensure that internal and external stakeholders are engaged on relevant matters
Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships
Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
Actively participate in project related activities
Adopt First Call Resolution competency
Detect and escalate fraud and misrepresentation to the respective lines and department
Operationalise all payroll related activities including management of overtime/special time/transport waybill
Management of people
Manage and lead a team of Team Managers.
Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of employees
Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
Mentor and coach employees and identify needs and update career growth plans
Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
Manage non-performance or probation requirements as stipulated in Tenacity policies and /or contractual agreement
Ensure timeous contracting of KPI's with Agents and Team Managers
Experience
5 years' experience in a Team Manager position
Minimum 3 years' experience in a Contact Centre Department Manager position
Solid understanding of contact centre processes, technology and tools
Successful track record in managing large scale contact centre (200+ FTE)
Qualification
Grade 12 / Matric or equivalent
Relevant Degree in Business Management or Marketing Management or Sales (advantageous)
Relevant Contact Centre certifications(advantageous)
Functional Knowledge & Skills
Key understanding of the Credit/Retail and Lending industry
Good working knowledge of telephony and dialler capabilities as well as multi-media channels
Analytical skills with proven ability to identify and develop solutions to improve customer experience and business processes
Extensive contact centre management knowledge
Ability to effectively, clearly and convincingly communicate at all levels – both verbally and in writing
Strong relationship management competence
Value chain management competence
Judgement and decision making
Strong Leadership skills
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