Call Centre Manager - Johannesburg, South Africa - Talent Evolution

Talent Evolution

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness

The Manager:

Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.

Duties:

_Omnichannel Customer Interaction Management_

Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
Ensure seamless and consistent customer service across all channels,

_ Operational Leadership_

Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels.

_ Technical Expertise and Product Ownership_

Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency.

_ Customer Experience and Self-Service Advancement_

Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels.
Promote and develop selfservice options to empower customers and reduce dependency on direct call centre engagement

_ Cost Management and Efficiency_

Strategise and implement costsaving and efficiencyimproving measures without compromising service quality across all.
Identify and rectify inefficiencies within call centre operations, ensuring a streamlined and costeffective service model. People Management and Leadership
Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability.
Ensure the supervisory team is wellorganised, performancedriven, and adept at handling escalations and complex customer interactions across various communication channels.

_ Supervisory / Leadership / Managerial_

Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries across various channels such as voice, chatbot, social media, and WhatsApp.
Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators such as call volume reduction, first call resolution, Average Wait Time (AWT), Customer Satisfaction (CSAT), and occupancy rates.
Implement a robust framework for monitoring and enhancing performance across all customer interaction channels, fostering a culture of continuous improvement.
Cultivate a workplace environment that prioritises professionalism, commitment, and a customercentric approach, encouraging team members to take ownership of customer experiences.
Invest in the ongoing development and career progression of team members, identifying and nurturing future leaders within the contact centre, and ensuring a pipeline of talent to sustain operational excellence.

Requirements:

_Education:
_

Minimum of 3year relevant degree/diploma
Diploma in Information Technology, Computer Science, Engineering, advantageous

_ Experience:
_

Minimum of 8 years' experience in managing a call centre
Must have managed a call centre with over 60 agents.
Familiarity with software systems, processes and controls used in call centre
Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
Team Leadership & Development: Decisionmaking, collaboration, communication, interpersonal understanding and conflict management skills
Principles of Workforce Management &

Staff Scheduling:
Understanding of business cycles and forecasting staff requirements