Floor Manager: Senior Team Leader
NOTE: This job listing has expired and may no longer be relevant!
Dialect777 – our name says it all! We’ve made online gaming our business with a world-class call center providing top quality outbound services to an international potential player base. With the backing of the established online marketing specialists and communications experts, Digital Outsource Services, we remain at the top of our game. We are currently looking for a:
Floor Manager: Senior Team Leader (working closely to Call Centre Manager)
The primary function of the role is to Implement Call Centre strategies, improve systems and processes; manage and optimize productivity.
Key duties will include but not be limited to:
•Proactively identify and act on day-to-day issues and opportunities to improve the performance and decrease risk
•Manage, coordinate and resolve any business issues or opportunities that may have been escalated 24/7
•Keep the business (Call Centre) abreast of feedback, trends, risks, issues and opportunities on a daily basis
•Manage the implementation and execution of contacts and business projects in line with business strategy and objectives
•Identify and remove performance barriers to improve performance (these could include system issues, telephony issues, knowledge gaps, process redundancies, etc.)
•Drive a high quality of performance by communicating, monitoring and managing for minimum operational standards of quality, quantity, accuracy and efficiency
•Ensuring a high level of service and commitment is maintained
•Ensure developmental plans are in place for each key role
•Ensure each key role has a redundancy plan in place
•Ensure that training and knowledge portals are accessible and relevant
•Ensure Managers have training and access to reporting and analytical tools that will enable more effective decisions with regard to managing service levels and productivity in a 24/7 operation
•Ensure all related systems and processes are fully functional at all times
•Ensure that escalation process are optimized to ensure minimal downtime
•Oversee all 24/7 functions during non-office hours
•Proven business experience
•Minimum of 3 years Call Centre Management experience at a strategic level
o Data Management Systems
o IT and Development Management
o Business Information Systems Management
o Risk Management
•Strong leadership and people management competencies
•Strategic thinker and technological visionary
•Proven continuous exposure to new Information technology and development trends
•Ability to negotiate the strategic needs of the organisation with other high-level role-players and translate this into departmental structures for implementation
•Ability to make efficient business decisions
•Ability to align the business unit with the needs of the organization
•Assertive ability to guide and influence the use of global cutting edge technologies for desired business outcomes
This position requires trust and honesty it has access to customers financial details – therefore a credit and criminal record check will be conducted.
The qualifications identified herein are an inherent job requirement, therefore a qualification verification check will be done.
By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.