Job Title: Call Centre Manager
Company: Genpact South Africa Proprietary Limited
Location: 3rd Floor, 26 Girton Road, Parktown, Johannesburg, 2193
Minimum Requirements:
- 5 years management experience in a Call Centre environment
- 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
- Intra-day & real-time (hourly) monitoring of KPIs
- Daily extraction & distribution of team KPI stats
- Daily monitoring and documented coaching of under-performers
- 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 3-5 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 pro-active scheduling of training activities
- Apply progressive performance management, if applicable
- 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 high-level integrity in line with 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 (end-to-end) 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
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