Call Centre Manager
We are recruiting for a Call Centre Manager for our client within the Automotive Industry based in Elandsfontein.
Job Purpose
Manages and builds a high-performance call centre of CLO’s with a clear vision to provide world-class Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that CLO’s meet and sustain agreed customer service, productivity and other targets through daily monitoring, coaching & support. Very knowledgeable on all aspects of the products, processes and systems required to deliver outstanding customer service. Ensures that a customer focused, high performance/high commitment environment is maintained and further developed. Supporting the business as a whole with specific focus on the sales and distribution functions by improving customer service through analysing, evaluating, and optimising related processes. Establishing and communicating service and performance metrics, monitoring and analyzing results and implement improvements accordingly.
Key Performance Areas
- People Management (30%)
- Internal Liaison and Execution (15%)
- Call Centre Performance Management & Reporting (15%)
- Governance & Compliance (10%)
Duties & Responsibilities
KEY PERFORMANCE INDICATORS
PEOPLE MANAGEMENT (35%)
- 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 the Company Values.
- Ensure accurate, valid & complete records as input to Disciplinary Enquiries.
CUSTOMER LIASON MANAGEMENT (35%)
- 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.
- Stay up to date with the relevant information and knowledge of all company products, policies, procedures and processes.
INTERNAL LIASON & EXECUTION (10%)
- Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
- Manage backorders on a continual basis to accurately reflect OTIF.
- Provide timeous feedback to customers on order delays.
- Ensure that the team meets productivity targets daily.
- Provide input to weekly & monthly reports as required by the Line Manager.
- Manage internal stakeholders by sharing update on open orders and status of potential failures, complaints and open order report.
GOVERNANCE & COMPLIANCE (10%)
- Conform and adhere to Health and Safety standards as per legislative requirements.
- Establish and maintain effective working relationships through collaboration with stakeholders and relevant interests.
- Report any health and safety concerns/incidents in the workplace to the manager / health and safety representative.
- Ad hoc and stand in duties as requested by Line Manager.
- Manages relationships in accordance with policies, procedures, and legal requirements.
CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING (10%)
- Provides advice and guidance to Management on internal stakeholder related matters.
- Implements and monitors the stakeholder management systems.
- Ensures the effective, efficient, economical and transparent use of financial and other resources.
- Contributes to the budget preparation process.
- Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
- Acknowledgement & publicizing achievements of excellent performers.
Desired Experience & Qualification
QUALIFICATIONS
- Degree or Diploma in Business Management.
EXPERIENCE
- 5 years management experience in a Call Centre environment.
- Very good writing skills – attention to detail.
Proficiency in three or more of the 11 official SA languages will be beneficial.
TECHNICAL COMPETENCIES
BEHAVIOURAL COMPETENCIES
- Knowledge of SAP ERP Systems.
- Knowledge of BI Platforms.
- Familiar with Social platforms & complaints handling.
- Knowledge of Call Centre Management systems.
- Problem Solving and Analytical skills.
- Planning and organising.
- Communication skills (both verbal and written).
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