Call Centre Manager (iiNet)
NTT
Cape Town, South Africa
6d ago

Want to be a part of our team?

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

Working at NTT

  • The Customer Service and Support function are responsible for activities related to assisting, supporting, and resolving customers' questions specific to products and services.
  • The Customer Support area is responsible for assisting customers by providing information about products and / or services, answering questions, and resolving problems and issues.
  • The Call Center focus specializes in placing or answering calls to customers related to pre-and post-sales service.
  • Requires to maintain product knowledge and awareness of customer service policies.
  • May develop business opportunities based on calls.
  • Incumbents in this job family are typically responsible for directing and guiding the work of teams and / or individuals.
  • Typically incumbents would be responsible for performance reviews, pay reviews, and may have hire / fire decision-making authority.
  • What will make you a good fit for the role?

    Leadership

    Leads by example in living the values of the organisation Ensures the department is fully equipped to handle the work load and distribute work flow

    Coaches to ensure a full understanding of consequences of errors

    Creates an environment that fosters team work and co-operation amongst team members

    Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

    Communicates effectively, building and maintaining relationships

    Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

    Attraction & Selection

    Ensures appropriate staffing and action accordingly

    Identifies need for creation of position and forward recommendation to direct manager and HR

    Ensures appointments are in line with EE targets / strategy

    Selects and places candidates in terms of agreed recruitment and selection process

    Retention

    Develops and empowers people, recognizing and rewarding value-added performance

    Training and Development

    Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

    Monitors implementation of training needs as per individual development plans

    Career Pathing and Succession Planning

    Identifies, manages and develops talent

    Performance Management

    Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs

    Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

    Operations Management

    Manages operational costs through effective resource management

    Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

    Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle

    Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation

    Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements

    Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols

    Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner

    Ensures consistency and standardisation with the client’s other operations

    Client Engagement

    Maintains positive client relationships and alerts management to operational delivery issues.

    Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

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