Head of Call Centre
Jordan HR
Johannesburg, South Africa
2d ago
source : ExecutivePlacements.com

To efficiently manage front line contact centre and to provide leadership, engagement and operational meticulousnessin order to exceed customer expectations.

The role requires in-depth knowledge, experience of Omni-channel contact centres and achieving high levels of customer satisfaction through effective call centre operations.

This includes the ability to manage a number of teams and strong attention to detail in analysing statistics and evaluative decision-

making. Strong people and management capabilities are required to inform, engage and empower people in a 24 / 7, shift based environment.

Main Responsibilities :

Manage contact centre operations :

  • Define objectives in accordance with strategy
  • Define operational practice and exactness as well as processes
  • Analyse benchmarks to determine performance indicators
  • Monitor and report on key output performance indicators (first call resolution, response service levels, volume reduction, digital steering, etc.
  • in line with targets and drive performance or take corrective action as required

  • Ensure smooth running of contact centre and data integrity of systems
  • Ensure optimal use of resources in line with performance targets :

  • Ensure all resources and facilities are in line with current and projected volumes
  • Manage resources to ensure successful achievement of results
  • Ensure appropriate resources are identified and managed
  • Drive performance improvement and alignment with best practice :

  • Drive contact centre performance improvement across all areas
  • Liaise with business leaders, as appropriate, to ensure strategic alignment with norms and industry best practice
  • Stay abreast of new developments and technology through networking with other contact centre professionals
  • Analyseinboundandoutboundsupportcontacts,financial andplayerbehaviouraldata andotherdata asrequestedbymanagement
  • Succession planning

  • Review, identify, coach, mentor and manage high valued employees for succession
  • Provide detailed developments plan for the individuals identified
  • Contribute to the strategic direction of the Call Centre Operations business, through active engagement with business leaders
  • Call Centre Monitoring and Reporting : Comprehensive reporting

  • Delivering comprehensive reports to the Head of Operations daily, weekly and monthly reporting.
  • Effective and efficient workflow and escalation Processes and systems

  • Implement effective and efficient workflow and escalation processes and systems throughout the Call Centre
  • Resource Planning

  • Regular revision of productivity statistics and ensuring adequate resources are in place at all times
  • Training and Quality Management

  • Ensure there is an effective Training and Quality Management process in place
  • Regularly revise training and testingmethods to determine applicability / relevance
  • Performance Management

  • Ensure correct performance management process is followed at all times
  • Ensure correct disciplinary action is followed and fair
  • ESSENTIALKNOWLEDGE :

  • Service strategy delivery and execution against objectives
  • Strong business and financial acumen
  • Ability to work cross functionally in order to achieve desired results
  • Ability to establish relationships and influence at a senior level
  • Excellent presentation, verbal and writing skills
  • Deep understanding of telecommunications industry
  • 5- 10 years’ experience in customer care

    At least 3 years’ experience in a shift based contact centre management role

    ATTRIBUTES / ABILITIES :

  • Deadline-driven.
  • Detail-oriented.
  • Excellentverbal andwrittencommunicationskills.
  • Apply
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