CONTACT CENTRE MANAGERTechnical Call Centre Manager Bytes People Solutions is the internationally accredited education, training, skills development and people consulting arm of the Bytes Technology Group.
Bytes People Solutions are recognised as a leader in the industry and has built a credible track record.OVERALL PURPOSE OF JOB : The Contact Centre Manager will run the operations for Neotel contact centre.
You will create an effective support team and strong business partnerships with the internal Bytes People Solutions functions (including Sales, Marketing, HR, Finance and IT), and in addition manage the relationship with the customer relative to the agreed and signed off Service Level Agreements (SLA's).
You will have ongoing accountability for the operational delivery of all aspects of the campaign, as well as building and maintaining a strong working relationship with the customer, ensuring that these campaigns are managed in line with the agreed strategies and targets.
You will need to establish and maintain a culture of continuous improvement to continually improve our service offering to our customers.
Main Responsibilities will include but will not be limited to : Lead the team ensuring effective use of resources, with responsibility for meeting and setting customer service targets and planning areas of improvement and development by achieving agreed service levels.
Drive a performance culture where staff perform at optimal levels of both productivity and service deliveryCreate a culture that empowers the teams to get things done for the customer by delivering brilliant customer serviceExceed performance targets around customer satisfaction and team productivityManage a group of Team Leaders and maintain a highly motivated dedicated team focused on exceptional service deliveryRecruit staff aligned to the customer & Bytes People Solutions values and high customer satisfaction and performance cultureProactively manage customer issues and act as an escalation point for the teamDrive best practice, continuous improvement and innovation at process and procedure levelLive the Brand -
change and influence employee's behaviourEffectively manage constant pressure to meet extremely tight deadlines in a 7-day operationRegular and consistent communication through various mediums with your Team leaders to provide input and support, monitor performance progress and to troubleshoot performance issues to ensure achievement of the clients Service Level Agreement (SLA)Provide leadership and focus to the contact centre ensuring everyone is highly focused and that morale and motivation is in line with the achievement of the clients SLA and that targets are met and exceededReview, monitoring and tracking of individual Team Leader's performance monthly and relevant documentation thereofFull performance review carried out with Team Leader's monthly including setting of KPA'sSpot checks of Team Leader's to ensure that they are managing their teams in the most effective mannerIdentification of Team Leader's training requirements and developmentMonthly goal setting with Team Leader's covering performance quality and developmentTrack attrition and absenteeism levels for overall Contact Centre, flagging any areas of concern to the Operations ManagerFair and consistent application of company disciplinary proceduresEnsure the smooth running of the Contact Centre through the effective briefing and ongoing communication to Team Leader'sCarry out quality of service to customers as determined by the QA Division and to be maintained throughout the duration of the customer's contract in line with the SLAEnsure revenue and targets are driven and met throughoutIn conjunction with the Operations Manager ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Contact Centre staffProvide regular feedback and reports to the Operations ManagerPresent monthly stats and feedback to customer'sIdentify further opportunities that can add value to the customer'sTimely and accurate submission of weekly, monthly & quarterly operations reportsCreate and maintain Contact Centre headcount forecasts and budgetsEffective management of all Contact Centre resources and continuous review of how to increase efficiency and reduce costsDrive initiatives and ensure delivery thereofKNOWLEDGE, EXPERIENCE AND SKILLS : Grade 12Contact Centre Management qualification or any other related tertiary qualification will be an advantageSuccessful track record in managing an inbound & outbound customer service environment that has delivered on all targets in innovative and creative ways (3 -
5 years)Successful track record in managing Contact Centres in an outsourced environment (2 - 3 years)A strong background in customer service and Contact Centre ManagementStrong knowledge of Contact Centre technology and operating systemsUnderstanding of the principals of customer behaviour and customer lifetime valueExperience gained from leading a game changing customer service teamStrong charismatic leadership abilityEffective communication both oral and writtenStrong relationship building skills both internal and externalDemonstrated ability to manage own workload and effectively prioritise activitiesAbility to manage change and motivate people through itProven ability to motivate and lead high performing teams to meet KPI's and targetsDemonstrated success as a team member and contribution to team goalsAnalytical and results orientatedProfessional with a high level of integrity and trustworthinessProactive and open to change or new approachesAbility to step outside of existing thinking and methodologies when troubleshooting issuesDemonstrates a persistence and passion to deliver excellence in everything doneBasic Salary