Trace Manager - Pretoria, South Africa - Inisys

Inisys

Verified Company

Pretoria, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Expectation:

A highly skilled and passionate Trace Manager that is an independent thinker with excellent leadership, observational, analytical and communication skills.
An individual that is goaloriented and has a strong working knowledge of call centre and field tracing operational execution standards and performance management.

Trace Manager Role and Responsibilities:

_Productivity Management:
_

Managing the recruitment process for all trace vacancies across the call centre team and field agents
Managing the training and development for all new recruits across call centre team and field agents
Managing attendance of call centre agents through variance HR process and polici

_ Trace Lifecycle Management:
_

Managing trace strategies, tactical and operational execution plans across the call centre team and field agents

_ Performance Management:
_

Monitoring and managing the performance of the call centre team and field agents aligned to key performance indicators within the following tools:
SLAs
Performance Agreements
Performance Reviews
Performance Appraisals
Managing field agents performance through monthly performance reviews and quarterly site visits
Managing the development performance management reports to optimise business performance aligned to call centre and field agents.
Lead and manage
COMPANY performance culture aligned to "Our Values" and effective "Coaching."
Manage poor performance across call centre agents and field agents through our performance rehabilitation.
Manage the "Code of Conduct" through our IR process

_ Training and Development:
_

Managing the training and development for all new recruits across call centre and field agents
Managing the mentorship of certain leaders on internal skills development programmes.
Submitting the generated reports to HR.

_ Project management:
_

Identifying missed opportunities, developing innovative solutions to mitigate risk and optimise business performance
Ensuring flawless execution of all trace projects and initiatives through effective change management across call centre team and field agents