Call Centre Manager - Johannesburg, South Africa - Abantu Staffing Solutions

Abantu Staffing Solutions
Abantu Staffing Solutions
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

Job Title
:

Call Centre Manager
Employment Type
:

Full Time
Experience
:
3 to 5 years
Salary
:

R750000 to R850000
Job Published
:
08 April 2024
Job Reference No

:


REQUIREMENTS:


  • Diploma/ Degree in Business Management
  • 5 years management experience in a Call Centre environment
  • Windows 7 proficient (Word, Excel, Powerpoint)
  • Proficiency in three or more of the 11 official SA languages will be beneficial
  • Computer Literacy (MS Office Suite).
  • Knowledge of SAP ERP Systems
  • CRM platforms (Salesforce advantageous)
  • Knowledge of BI Platforms
  • Familiar with Social platforms & complaints handling

RESPONSIBILITIES:


  • Build & maintain a solid & respectful relationship with each individual who is part of the call centre structure.
  • Document performance agreements for each direct report.
  • Intraday & realtime (hourly) monitoring of KPIs
  • Daily extraction & distribution of team KPI stats
  • Daily monitoring and documented coaching of underperformers
  • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QA's, Manager, and relevant stakeholders, if needed)
  • Weekly documented coaching/feedback on CLO's performance
  • Ensure JD, KPI, expected standards are imbedded.
  • Performance Management of CLO's
  • Ensure frequent engagement and alignment on daily expectation.
  • Conduct remote live listens of at
    least 35 calls per week per CLO area.
  • Conduct monthly performance reviews and set SMART goals and objectives.
  • Manage, Motivate, Coach and Develop direct reports.
  • Celebrate success and recognize the contributions of all team members.
  • Assist in championing the need for continuous improvement.
  • Ensure each CLO reads, clarifies & applies communication.
  • Ensure proactive scheduling of training activities.
  • Conduct crucial conversations (difficult discussions)
  • Work closely with the HR Team to comply to the BCOE & LRA
  • Document all performance related discussions.
  • Identifies and solves problems creatively whilst demonstrating a highlevel integrity in line with Auto-X core Values.
  • Ensure accurate, valid & complete records as input to Disciplinary Enquiries
  • Ensure high standards of product knowledge and adherence to documented processes.
  • Monitor and manage the resolution of customer complaints within the CRM platform.
  • Be available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in)
  • Take full ownership to resolve an escalated query (endtoend) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
  • Drive a customer first culture across the team.
  • Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts. (People Management)
  • Manage backorders on a continual basis to accurately reflect OTIF.
  • Provide timeous feedback to customers on order delays. (Customer)

Skills:


  • People DevelopmentCustomer ServiceIT Governance Risk & ComplianceAging Reports
    Industries:
  • Automotive
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