POSITION INFORMATION

Job title:National Operations Centre Co-Ordinator

Reporting to:Chief Operating Officer and Chief Marketing Officer

Date:Aug 2024

JOB DESCRIPTION

1.Brief

A NOC is a professional, in charge of hiring, training, and managing staff to handle customer service and any complaints or hurdles. They set, meet, and exceed goals by providing customers excellent service and helping motivate their team to do the same using key metrics.

As National Operations Centre Co-Ordinator, you will directly oversee call center associates, as well as key account associates to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best call center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.

2.Responsibilities

Oversee, manage all customer experience within both divisions : C2B and B2B, and Third party agents.

Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

Establish a high standard for productivity, quality, customer service as well as define user guidelines.

Develop company systems for customer interaction and voice response and control the implementation process.

Manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures.

Aid in recruitment process by interviewing potential hires and outlining clear job expectations, with final authorisation by the and COO\CMO

Prepare annual budget after estimating necessities, correcting overspending, analysing cost variance and scheduling expenses.

Summarize, collect and analyse call centre trends and data for regular performance reports.

Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

Maintain consistent professional improvement through company provided workshops, tracking call centre trends and active participation in team projects.

Conducting weekly training on all KPI related matters.

Writing training material in conjunction with the OPS Manager and final approval from the COO\CMO.

Daily recorded meetings to take place in regular intervals to ensure team is consistently aligned and motivated.

Conducting daily audits on all team members and consumer repairs to ensure that it is aligned with the expected standards and processes.

IR related matters of staff to be time conscious and dealt with effectively and efficiently. This includes performance management and disciplinary enquiries.

Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations.

Work with the sales organisation to on-board new clients.

Work closely together with Operations and Marketing Officer\s to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning.

Manage and develop the OPS Call Centre agents including informing training and development for new hires and for their professional growth.

Ensure the company call centre operates within the framework of legislation within South Africa, and enforce the company’s rules and policies.

Manage and oversee overall performance and service level agreement of all Corporate and Insurance accounts.

Responsible for all management feedback reports and presentations as requested or scheduled.

POPIA compliance executed and maintained.

Ensuring auditing takes place as per company policy and procedure.

Mandates acquired for all new sales and all transactions related to debit orders.

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National Operations Co-Ordinator