Call Centre Manager

SUMMARY:
Our client in the Manufacturing industry is currently looking to employ a Call Centre Manager based in Elandsfontein, Gauteng.

A wonderful career opportunity awaits you.

POSITION INFO:
Requirements:

• Degree or Diploma in Business Management or related field.
• 5 Years’ management experience in a Call Centre environment.
• Computer Literacy (MS Office Suite).
• Knowledge of SAP ERP System beneficial.
• Knowledge of CRM platforms (Salesforce advantageous).
• Knowledge of BI Platforms.
• Familiar with Social platforms & complaints handling.
• Knowledge of Call Centre Management systems.
• Very good writing skills – attention to detail.
• Proficiency in three or more of the 12 official SA languages will be beneficial.

• 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.
• Conduct crucial conversations (difficult discussions).
• 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’s core Values.
• Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
• 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.
• Stay up to date with the relevant information and knowledge of all products, policies, procedures and processes.

• 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, complains and open order report.

• Provides advice and guidance to Management on internal stakeholder related matters.
• Implements and monitors the stakeholder management systems. (Reporting)
• 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.
• Visible display and management of performance and progress.

• Conform and adhere to Health and Safety standards as per legislative requirements.
• Establishes and maintains 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.
• Document or save communication and orders accordingly for follow up and compliance purposes.