Contact Centre Manager - Randburg, South Africa - iSON Xperiences

iSON Xperiences

Verified Company

Randburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

The Contact Centre Manager is responsible to
ensure a one-stop service for assigned clients and allocated Learners and to enhance the overall experience of the customer.

The Contact Centre Manager is responsible for
establishing strong business relationships within Isonxperiences functions and to
improve customer service to achieve the business objectives of the Company.

The Manager will have ongoing
accountability for the operational delivery of all aspects of the customer services, improving of practices and teams and that staff are adhering to the objectives and measuring individual performance.

Internal Business Processes

Engage with all the relevant line managers
Conduct workplace preparation workshops
Ensure all client reports are compiled and distributed as per the requirements
Conduct premoderation to ensure that the workplace provide relevant practical experience to compile the required portfolio
Manage all workplace site visits
Advise Training Manager on the latest developments with regards to client products and services
Advise the Training Manager on the alignment of training content relevant to the market place
Convey the client requirements to the Training Manager to ensure alignment between theory and practice
Escalate business opportunities to the Business Development Managers

Learning and Growth

Driving a performancedriven culture where staff perform at optimal levels and exceed performance targets around both productivity and service delivery
Providing continuous coaching and guidance to team to ensure a thorough understanding of customer service principles and related consequences of nonadherence
Creating an environment that fosters teamwork and collaboration amongst team members
Conducting and documenting full performance reviews (including setting of KPAs and training and development needs), together with monitoring and tracking of individual Team Leader performance monthly
Manage workplace coordinators and assessors
Manage learner followup meetings and mentor sessions to ensure the successful completion of the workplace phase
Track Learner Further Employment

Experience:

A minimum of 3 years successful track record in managing an inbound customer service environment
At least 5 years' experience as a Team Leader or managing staff in a call centre environment
23 years' experience in managing and developing budgets and BPO financial acumen