Manager: Enterprise Client Services - Johannesburg, South Africa - Motivity (PTY) Ltd

Motivity (PTY) Ltd

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

To ensure effective management of staff, processes, performance and systems of the Enterprise Contact Centre and to ensure optimal implementation and delivery of end to end customer service/experience to our Enterprise Business segment clients and operational support in line with the Customer Experience and Enterprise Business Unit Strategy

Job Role

Operational Planning

Optimise and align operational targets, processes and systems to business strategy of the Customer Experience and Enterprise Business Unit
Compile the Functional Unit Business Plan and manage the plan in line with the overall 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

Operational Implementation

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

Budget Management

Forecast, plan, develop and review budget for the unit in line with Enterprise Business Unit
Client Services budget that provides 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