Ict Engage | Sales & Service Centre Manager - Call Centre Management

KEY PERFORMANCE AREASThis position will be responsible for the following 4 Key Performance Areas: Financial KPA: Achieve agreed milestones on the Outbound campaigns while keeping expenses within budget. Customer KPA: To oversee customer interactions across multiple channels so that mandated service levels standards (SLAs within SOP) are maintained in order for the market share objectives of the Sales department to be supported.Operational KPA: To drive Team Leaders and Consultants to achieve operational excellence through ongoing training, utilisation of systems (Salesforce, Mitel, Sage Evolution), other company platforms and processes (SOPs). Learn & Grow KPA: To enable the Sales & Service Centre staff to perform competently in line with the company SOPs and ensure that talented staff within the Sales & Service Centre are identified for development and retained in the business. Financial Responsibilities:Drive successful outbound campaigns - Support the broader sales initiatives of the business by achieving key milestones for the Outbound Campaigns (Open Cases and Stock Requests)Control Expense BudgetKeep all operational expenses within the annual budget - Drive a culture of Zero Rands lost due to transactional and processing errorsAct on Reported losses low GP, courier costs, pricing and product errors, etc either via training and/or IR channelsImprove and QA the new SOP where relevantCustomer Responsibilities:Take the friction out of the Sale (quote & Invoice) process reduce NOISEOversee 100% uptime on multiple inbound and outbound channels so that customers can communicate with the Sales & Service Centre via their preferred platform and implement DR processes when requiredTake overall responsibility for fast and accurate responses (in line with S KPIs) to our Sales & Service Centre customers so that internal and external stakeholders have increased confidence in the Sales & Service Centre. Measured by monitoring escalated complaints (via Cindy Beaumonts report) received internally and externally.Each quarter instruct Marketing Department to issue a survey to stakeholders to rate service delivery standardsOversee excellent customer service standardsReceive QA scores on all Consultants and action any training or corrective disciplinary issues that ariseBe responsible for an overall error rate of less than 2% of total transactionsSet and oversee the customised performance metrics for each channel/s as well as a best practice for each channelOperational Responsibilities:Ensure the Sales & Service Centre is competently staffed at all timesRecruit Consultants within ideal specificationTake charge of the employee on boarding process and meticulously manage the probationary clauses of new employees as per the HR policy and in line with SOPOversee all Consultant training new staff, issue log, adhoc requirements that are identified by managementDrive the achievement of important SLAs and action statistics that are below standardDay to day Queue SLAsWeekly and Monthly report analysis and actioningIssue logs and human error reportsRequeuing percentagesHandling time averagesKnowing when and how to pull ad hoc reportsEnsure Outbound activities happen daily069_ and Consultant incentive targets increase number of Consultants that qualify and restructure targets every 6 monthsComplete Root Cause Analysis on problems based on stats / data availableIssue Logs/Human Error ReportInbound Email & Salesforce channelsInbound Telephony channelOutbound channelsNumber of Cases handledBeing able to pull the right report to find the required informationRecommended corrective actions referred for SOP reviewEscalate SOP revision requests internally before SOP changes recommendedEnsure a proper system is monitored for escalated complaintsDraw up a schedule to ensure weekly touch points with other departmentsLearn and Grow Responsibilities:Team DevelopmentConduct Skills Audits on all staff within areas of control in March each year or if a new recruit, within 3 months of the employment dateBased on the Skills Audit results, implement a training and development plan for Team Leaders and/or Sales & Service Centre Consultants in April of each yearHave oversight of the effectiveness of training by making sure that skills are utilised and applied within the Sales & Service CentreMotivate and lead by exampleManage the development of Sales & Service Centre Consultants through the skill level groups so that talent is identified and retained within the businessPerformance ManagementConduct Probationary Reviews with new staff members at 2 weeks, 6 weeks, 12 weeks and 6 monthsConduct 3 sets of formal KPI reviews per Consultant per year Mar to Jun, July to Oct and Nov to FebOversee that individualised coaching is completed promptly at the time that problems arise and are properly recorded on the employee HR fileTake disciplinary action (in consultation with IR specialist or direct line manager) when required and in keeping with the LRA and ATT policies and proceduresHousekeepingEnsure that our professional corporate image is maintained within all areas of the Sales & Service CentreEnsure that all Sales & Service Centre staff are professional in their appearance and conductEnsure Sales & Service Centre staff are properly equipped with the correct tools to do their jobsParticipate in ad hoc projectsMonitor and ensure that work areas are neat and conducive to efficient workflowMonitor and escalate any health and safety risksEnsure that the Team Leaders manage the housekeeping of their teamsREQUIREMENTSDECISION MAKING CRITERIA:Staff ActivitiesAuthorise leaveSign off expenses within approved limits for (if budgeted for and within limits of authority)Sign off time and attendance for Sales & Service CentreRecruit new employeesAuthorise disciplinary actionOvertime if prearranged and with budgetComplete and submit monthly stats per ConsultantFloor arrangements (seating/ equipment etc)Yearly Team Building exerciseSales & Service Centre Operational ActivitiesCapex/Opex equipment replacement up to R5,000 if within budgetOffice equipment/stationery expensesMINIMUM REQUIREMENTS/QUALIFICATIONS AND/OR EXPERIENCEMatric certificateA tertiary diploma or degree with a focus on Operations or General Management is preferable5 years of operational experience (Tyre industry preferred)3 years of Sales & Service Centre Management/Supervisor experienceFully competent with and at least 3 year of working experience on the below systems:SalesforceSage EvolutionMitel / CCMWebCall Cabinet/Atmos Knowledge:Sales & Service Centre operational knowledge ATT/AMS Sales & Service Centre SOPsCustomer SLAs 7. IR & Labour Relations PoliciesATT Policies & Procedures Income statement navigationATT Organogram & Business ProcessBasic understanding of ATT volume discount structuresATT/AMS product knowledgeExport requirements Skills:Customer service skillsATT/AMS software skills (Salesforce, Sage, Telephonic system)Coaching & corrective management skills Basic budgetary and asset management skillsLeadership and Management skillsPresentation skillsProblem solving & trouble shooting skillsConflict resolution skills (internal & external)Time management skillsRelationship ManagementSales & Service Centre operational skillsNegotiating skillsAttitude/Behavioural Requirements (Compulsory):Act with honesty and integrityStrive to reach targetsRespect each otherServe our customerWork as a team (reduce silos)BENEFITSR50k - R60k Per month depending on experienceMedical AidPension Dynamic, fast paced environment