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    Call Centre Manager - Johannesburg, South Africa - Headhunters

    Headhunters
    Headhunters Johannesburg, South Africa

    1 week ago

    Headhunters background
    Description
    Requirements:
    • Degree or Diploma in Business Management or related field.
    • 5 Years management experience in a Call Centre environment.
    • Computer Literacy (MS Office Suite).
    • Knowledge of SAP ERP System beneficial.
    • Knowledge of CRM platforms (Salesforce advantageous).
    • Knowledge of BI Platforms.
    • Familiar with Social platforms & complaints handling.
    • Knowledge of Call Centre Management systems.
    • Very good writing skills attention to detail.
    • Proficiency in three or more of the 12 official SA languages will be beneficial.

    Responsibilities and expectations but not limited to:

    PEOPLE MANAGEMENT:
    • Build & maintain a solid & respectful relationship with each individual who is part of the call centre structure.
    • Document performance agreements for each direct report.
    • Intra-day & real-time (hourly) monitoring of KPIs.
    • Daily extraction & distribution of team KPI stats.
    • Daily monitoring and documented coaching of under-performers.
    • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QAs, Manager, and relevant stakeholders, if needed).
    • Weekly documented coaching/feedback on CLOs performance.
    • Ensure JD, KPI, expected standards are imbedded.
    • Performance Management of CLOs.
    • Ensure frequent engagement and alignment on daily expectation.
    • Conduct remote live listens of at least 3-5 calls per week per CLO area.
    • Conduct monthly performance reviews and set SMART goals and objectives.
    • Manage, Motivate, Coach and Develop direct reports.
    • Celebrate success and recognize the contributions of all team members.
    • Assist in championing the need for continuous improvement.
    • Ensure each CLO reads, clarifies & applies communication.
    • Ensure pro-active scheduling of training activities.
    • Conduct crucial conversations (difficult discussions).
    • Apply progressive performance management, if applicable.
    • Work closely with the HR Team to comply to the BCOE & LRA.
    • Document all performance related discussions.
    • Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with the companys core Values.
    • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
    • Ensure accurate, valid & complete records as input to Disciplinary Enquiries.

    CUSTOMER LIAISON MANAGEMENT:
    • Ensure high standards of product knowledge and adherence to documented processes.
    • Monitor and manage the resolution of customer complaints within the CRM platform.
    • Be available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in).
    • Take full ownership to resolve an escalated query (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
    • Drive a customer first culture across the team.
    • Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
    • Stay up to date with the relevant information and knowledge of all products, policies, procedures and processes.

    INTERNAL LIAISON AND EXECUTION:
    • Manage backorders on a continual basis to accurately reflect OTIF.
    • Provide timeous feedback to customers on order delays.
    • Ensure that the team meets productivity targets daily.
    • Provide input to weekly & monthly reports as required by the Line Manager.
    • Manage internal stakeholders by sharing update on open orders and status of potential failures, complains and open order report.

    CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING:
    • Provides advice and guidance to Management on internal stakeholder related matters.
    • Implements and monitors the stakeholder management systems. (Reporting)
    • Ensures the effective, efficient, economical and transparent use of financial and other resources.
    • Contributes to the budget preparation process.
    • Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
    • Acknowledgement & publicizing achievements of excellent performers.
    • Visible display and management of performance and progress.

    GOVERNANCE & COMPLIANCE:
    • Conform and adhere to Health and Safety standards as per legislative requirements.
    • Establishes and maintains effective working relationships through collaboration with stakeholders and relevant interests.
    • Report any Health and Safety concerns/incidents in the workplace to the manager / Health and Safety Representative.
    • Ad hoc and stand in duties as requested by Line Manager.
    • Manages relationships in accordance with policies, procedures, and legal requirements.
    • Document or save communication and orders accordingly for follow up and compliance purposes.

    Please note should you not receive a response within two weeks of applying you may assume that your application was unsuccessful.
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