Head of Call Centre - Sandton, South Africa - Salb

Salb

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Title:
Head of call centre CRM

Location:
Johannesburg with occasional in-country and international travel

Job Type:
Permanent Role

Salary Range:
Highly negotiable (open) based on experience
Offering an unparalleled opportunity for a rewarding, fast-paced and global career.

They are currently on an aggressive global growth path, with exciting digital, big data and business management opportunities for ambitious professionals.

A revised employee value proposition that is rooted in a desire to be where talented people can come to innovate and grow.

About the role

Reporting to the
CTO, the head of call centre CRM will a vital role in our contact center by overseeing and managing the Customer Relationship Management (CRM) system.

As the CRM System Manager, you will be responsible for maintaining and optimizing the CRM platform to enhance customer experiences, improve operational efficiency, and drive business growth.

You will collaborate closely with various teams within the organization to ensure the CRM system meets their requirements and supports their goals.

Role Responsibilities:

CRM System Administration_
Manage the daytoday operation and administration of the CRM system in the contact center.
Configure and customize the CRM platform to align with business processes and user requirements.
Ensure data integrity and accuracy within the CRM system by implementing data governance best practices.
Monitor system performance and troubleshoot issues to minimize downtime and disruptions.
Stay uptodate with the latest CRM trends, features, and functionalities to maximize system capabilities.
System Optimization and Enhancement_
Continuously evaluate and identify opportunities to improve CRM system efficiency, usability, and functionality.
Collaborate with stakeholders to gather feedback and requirements for system enhancements and customization.
Coordinate with IT teams and external vendors for system upgrades, integrations, and maintenance.
Conduct regular system audits to identify areas for improvement and implement necessary changes.
Train and support endusers in utilizing the CRM system effectively to meet their operational needs.
Data Analysis and Reporting_
Develop and maintain a robust reporting framework to track and analyze key performance indicators (KPIs) related to customer interactions and contact center operations.
Generate regular reports and dashboards to provide insights into customer trends, agent performance, and operational metrics.
Identify patterns, trends, and opportunities within customer data to improve customer satisfaction and retention.
Work closely with the analytics team to implement datadriven strategies and initiatives based on CRM insights.
Collaboration and Stakeholder Management_
Collaborate with contact center managers, supervisors, and agents to understand their requirements and challenges related to the CRM system.
Act as a liaison between different departments, such as IT, marketing, and sales, to ensure effective integration and alignment of CRM system functionalities.
Communicate system updates, changes, and training materials to endusers to ensure smooth adoption and usage.
Provide guidance and support to CRM system users, addressing their queries and troubleshooting issues.

Skills & Experience:

Proven experience managing and administering CRM systems, preferably in a contact center environment.
Indepth knowledge of CRM platforms (e.g., Salesforce, Microsoft Dynamics, Oracle CX) and their functionalities.
Strong analytical and problemsolving skills, with the ability to translate business requirements into CRM system configurations.
Familiarity with data governance principles and practices, ensuring data accuracy, privacy, and compliance.
Excellent project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
Strong communication and interpersonal skills to effectively collaborate with crossfunctional teams and stakeholders.
Proficiency in data analysis and reporting tools, such as Microsoft Excel, Power BI, or Tableau.
Continuous learning mindset to stay updated with the latest CRM trends, technologies, and best practices.

Education and Certifications: