Call Centre/Support Manager

Call Centre/Support Manager

Remuneration: Market related 
Location: Cape Town, Southern Suburbs
Job level: Management Snr
Type: Permanent
Reference: #HCH-1669
Company: HomeChoice


Job description

The ideal candidate who can determine and maintain the long-term strategic and revenue objectives through the development and implementation of operational support system within a contact centre environment. Ensure business growth through directing and managing business operational activities in accordance with operational best practices, and in compliance with the organisation’s policies and procedures. You'll be working alongside a multi-disciplinary team and will be accountable for delivering and exceeding on the agreed sales and customer service targets and will be the driving force behind our call centre’s productivity and performance. 

Here’s what you can expect to be doing in the role:

Key performance areas

Manage operational objectives – Sales and Customer Services
  • Ensure that the operations functions are run effectively and efficiently so that each operational area performs in terms of their strategic plan and operational objectives
  • Ensure that operating objectives and standards of performance are owned by management as well as by employees
  • Manage and lead the telemarketing and customer services contact centres ensuring that all operational targets are achieved whilst continuously improving systems, procedures and policies
  • Responsible for managing customer support (back office) and salvage teams to not only resolve escalated queries but also improve the customer experience through completing customer surveys and providing feedback and updates
  • Ensure that the sales agents achieve their sales targets, have acceptable pass rates and that the required number of agents are recruited to achieve the sales targets
  • Ensure resources and support is in place and all operational areas are appropriately staffed to meet operational requirements and targets
  • Ensure structures supports longer term growth objectives
  • Ensure the operations runs in accordance with relevant legislation, regarding the NCR
  • Ensure that technology is appropriately utilised in the contact centres and that new technology and functionality is continuously being considered.
Customer service
  • Challenge, identify and improve processes and systems to achieve and improve overall customer service and experience
  • Track the customer experience on an on-going basis through the customer experience index 
  • Ensure appropriate measures are undertaken within the contact centres and operational areas to create, promote and obtain a customer centric culture and an environment to drive service excellence
  • Responsible for improving processes and systems in order to enhance our customers experience and her interaction with us
  • Procure mystery shopper feedback and drive the executive process of obtaining direct customer feedback to identify potential areas for concern related to customer service, facilitate corrective action and monitor if current concerns have been addressed and resolved in a timeous manner
Digital support
  • Drive improved customer conversion and experience through supporting our digital sales channels – website, social media and chat
  • Deploy new technologies to further improve the efficiency of agents in the call centre i.e. bots, while ensuring a seamless customer experience
  • Ensure that agent profiles and people supporting the digital channels are current and aligned with customer requirements.
  • Ensure that customer engagement in each channel, is prompt, professional and aligned to the HomeChoice branding strategy
Systems, procedures and processes
  • Reassess current systems and processes and propose enhancements for optimisation in the area
  • Drive innovation to enhance productivity, effectiveness and efficiency
  • Directly responsible for implementation and maintenance of the company’s operational procedures, reporting on the performance and initiating improvements for operations
  • Benchmark against competitors locally and internationally to ensure best practice
Project management
  • Ensure that projects are executed according to the HomeChoice project methodology and ensure that effective change management initiatives are undertaken to support and entrench project deliverables
  • Ensure the successful implementation of the ERP system (Enterprise Resource Planning) in the operational areas to ensure appropriate functionality, business benefit and optimum use of the system
Risk management
  • Ensure that effective operational governance and controls are in place to mitigate and minimise risk to the business
  • Accurately balance risks and trends in driving innovation in the organisation using effective testing
  • Ensure the early identification of critical operational risk areas on a continuous basis
  • Ensure updated and informed reporting and communication on operational risk areas, their causes and effective prevention and management thereof
  • Continuously determine best practice to reduce and/or avoid operational risk(s)
  • Effective and efficient management of risks through the implementation of proper and updated internal controls, systems, policies and procedures
Budget and reporting
  • Present an annual budget for approval and prudently manage resources within these budget guidelines according to company policy
  • Ensure cost efficiency improvements on an annual basis
  • Manage, monitor, report and communicate regarding financial and physical resources, administration and budgeting
  • Support the timely submission of high-quality reports to internal and external stakeholders
Talent management
  • Ensure all employees have KPA’s in place with clear and tangible goals which are assessed bi-annually through the performance management process
  • Mentor and coach staff to identify training needs and improve overall skill levels within the area and ensure that personal development plans are in place to address development needs and career aspirations
  • Reduce attrition levels and promote staff engagement by ensuring adequate measures are in place to address staff survey results
  • Develop and drive annual retention strategy
  • Drive the employee engagement strategy to ensure employees are motivated effectively and to reduce attrition rates
  • Ensure adequate and appropriate departmental infrastructure is in place to deliver against KPA’s and to ensure optimal operational efficiency
  • Develop annual workforce plan, and in consultation with HR, agree annual recruitment plan to support the delivery thereof
  • In consultation with HR implement effective succession planning, people management, development, recruitment and retention strategies
  • Ensure employees work effectively with individuals across the business to gain knowledge on strategies, business processes to improve overall profitability and customer service


 

Requirements

A little bit about who you are:
  • Relevant tertiary qualification (commerce and/or finance) preferred
  • Minimum of 15 years’ operations experience 
  • Five years’ experience at a senior leadership level 
  • Operations management experience, specifically people management of large teams 
  • Digital sales and support experience – website, social media and chat
  • Management experience in a retail operations /contact centre environment, (both inbound and outbound) 
  • Experience in developing and implementing departmental and organisational policies and procedures 
  • Extensive experience in annual planning, budgeting, reporting and risk management 


Posted on 30 Jun 14:53



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