Call Centre Manager JHB - Johannesburg - Headhunters

    Headhunters
    Headhunters Johannesburg

    1 week ago

    Headhunters background
    Description

    Call Centre Manager

    A career opportunity in the Manufacturing industry awaits a seasoned leader.

    Our client is seeking an experienced Call Centre Manager based in Elandsfontein, Gauteng.

    Duties & Responsibilities

    Requirements:

    • Bachelor's or Master's degree in Business Management or a related field.
    • At least 5 years of management experience in a Call Centre environment.
    • Proficiency in Microsoft Office Suite and computer literacy.
    • Familiarity with SAP ERP System and CRM platforms (Salesforce advantageous).
    • Knowledge of Business Intelligence Platforms.
    • Social media knowledge and complaints handling skills.
    • Familiarity with Call Centre Management systems.
    • Excellent writing skills and attention to detail.
    • Proficiency in three or more of the 12 official South African languages will be beneficial.

    Responsibilities and Expectations

    PEOPLE MANAGEMENT:

    • Build and maintain positive relationships with team members.
    • Document performance agreements for direct reports.
    • Intra-day monitoring of Key Performance Indicators (KPIs).
    • Daily KPI statistics distribution.
    • Closely monitor under-performers and provide coaching.
    • Investigate root causes of underperformance and address promptly.
    • Weekly coaching sessions on leadership competencies.
    • Embed expected standards, job descriptions, and KPIs.
    • Manage performance and ensure employee development.
    • Foster engagement and alignment among team members.
    • Conduct regular call listens and provide feedback.
    • Monthly performance reviews and goal setting.
    • Lead, motivate, coach, and develop direct reports.
    • Recognize team members' contributions and celebrate successes.
    • Promote continuous improvement and champion best practices.
    • Ensure effective communication among team members.
    • Proactively schedule training activities.
    • Address challenging conversations and apply progressive performance management if necessary.
    • Collaborate with HR to comply with regulations.
    • Document all performance-related discussions.
    • Identify and resolve problems creatively while demonstrating high integrity.
    • Monitor attendance and adherence to scheduled shifts.
    • Maintain accurate records for disciplinary purposes.

    CUSTOMER LIAISON MANAGEMENT:

    • Maintain high product knowledge standards and adhere to documented processes.
    • Resolve customer complaints efficiently within the CRM platform.
    • Support team members with difficult customers or complaints.
    • Take ownership of escalated queries and provide end-to-end resolution.
    • Promote a customer-centric culture within the team.
    • Effectively implement changes to services and processes.
    • Stay up-to-date with products, policies, procedures, and processes.

    INTERNAL LIAISON AND EXECUTION:

    • Continuously manage backorders to meet On-Time-In-Full (OTIF) targets.
    • Provide timely feedback to customers on order delays.
    • Ensure daily productivity targets are met by the team.
    • Contribute to weekly and monthly reports as required.
    • Share updates with internal stakeholders on open orders and potential failures.

    CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING:

    • Advise management on stakeholder-related matters.
    • Implement and monitor stakeholder management systems.
    • Evaluate resource utilization for efficiency and transparency.
    • Contribute to budget preparation.
    • Promote quality scores and drive achievement of CRM goals.
    • Acknowledge and publicize outstanding performers.
    • Display and manage performance progress.

    GOVERNANCE & COMPLIANCE:

    • Comply with Health and Safety standards and regulations.
    • Establish and maintain collaborative working relationships.
    • Report Health and Safety concerns or incidents.
    • Perform ad-hoc duties as requested by Line Manager.
    • Manage relationships in accordance with policies, procedures, and laws.
    • Document communications and orders for compliance and follow-up purposes.

    Please note that if you do not receive a response within two weeks, your application may be considered unsuccessful.

    Package & Remuneration

    Competitive monthly remuneration package.



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