Contact Centre Manager - Johannesburg, South Africa - Pentagon Group

Description

• Optimise and align operational targets, processes and systems to business strategy of the Customer Experrience and Enterprise Business Unit
• Compile the Functional Unit Business Plan and manage the plan in line with the overall MTN Customer Service business plan
• Develop, implement and operationalise the strategy, business plan and processes for the Enterprise Contact Centre
• Develop, implement and operationalise the strategy, business plan and processes for the Enterprise Contact Centre
• Develop and implement strategies for Workforce Management in the Business Enduser Contact Centre
• Ensure that functional structures optimise the utilisation of available resources
• Develop and implement customer centric processes for all touch points
• Implement the Customer Management strategy for Enterprise Business segment customers
• Develop service levels and processes and ensure that they are achieved
• Align call centre initiatives to segmented business and appropriate customer value propositions
• Develop and implement processes to achieve and improve CSI/CDI ratings
• Conduct ongoing operational analysis on the systems and structures in the call centre
• Consider the long term (12 years) implications of actions from a broad perspective
• Consider the impact of solutions on other areas of the business, as well as the interdependency of units
• Drive best practice, continuous improvement and innovation at process and procedure level
• Consider local conditions, as well as competitor activity in the management of contact centres
• Maintain industry benchmarks within the telecommunications and Contact Centre industries
• Construct, implement and finetune methods, processes and systems to enhance effectiveness and meet organisational goals
• Identify and Develop areas of improvement within service delivery and customer care
• Fine tune systems in line with changing work practices, providing the context for those providing service
• Proactively identify potential areas of risk and put contingency plans in place
• Plan and manage resources (people, finances and products), taking local conditions into consideration

• Manage and monitor core operating systems
• Set up and manage the Enterprise Business Unit team within the Customer Experience Unit
• Communicate, implement and monitor quality targets
• Develop and implement external supplier SLA's
• Manage and improve external supplier service levels as per targets
• Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on call centre workforce management
• Align forecasted call volumes with shift rosters and communicate duty roster for call centre teams
• Manage escalated calls and queries
• Investigate trends and ways of improving operations
• Monitor CIP and provide feedback on trends
• Review quality management
• Reengineer process for customer value segmentation service delivery
• Manage telephony systems and ensure stability thereof
• Manage day to day call centre performance including administrative turnaround times
• Ensure timely, accurate and quality customer feedback
• Ensure channel and partner relationships are maintained
• Manage core systems in terms of uptimes, stability, accuracy and customer focus
• Communicate and ensure implementation of strategies and plans for customer care and support Developed within the unit
• Develop practices, procedures and systems that support delivery and maximise performance
• Drive the effective implementation of projects
• Develop communications objectives and plans for the unit
• Keep staff informed of new developments, new products, promotions, company news, etc
• Provide direction and support to staff in dealing with issues as required and provide information when requested
• Provide ongoing training and development to staff to ensure effective service delivery
• Design and implement the IVR
• Implement telephony systems and CRM
• Manage CSAT, CMAT, tNPS dimensions within targets
• Compile, prepare, review and analyse management reports, risk control reports and customer reports make recommendations regarding trends as appropriate

• Forecast, plan, develop and review budget for the unit in line with Enterprise Business Unit
• Client Services budget that provides MTN with return on investment
• Seek necessary approvals
• Prepare annual budget in line with the business plan
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to optimize resources.
• Ensure cost effectiveness by maximising cost/benefit ratios
• Identify areas where money is lost and seek ways to reduce expenditure
• Identify opportunities to generate additional revenue
• Base annual budgets on the identification of t