PP2265 - Contact Centre Manager - Alexander Forbes Limited - Sandton

Designation: PP2265 - Contact Centre Manager Category: Ops & Admin - OF6310 Posted by: Alexander Forbes Posted on: 27 Feb 2024 Closing date: 06 Mar 2024 Location: Sandton Purpose of the Job: A Contact Centre Manger is responsible for overseeing the performance of the Contact Centre. The experienced, provide leadership, coaching and support to Team Leaders, and develop plans to achieve contact centre targets which includes innovation in processes and technologies. A Contact Centre Manger is responsible for overseeing the performance of the Contact Centre. The experienced, provide leadership, coaching and support to Team Leaders, and develop plans to achieve contact centre targets which includes innovation in processes and technologies. Overview: Education Matric – Essential National diploma/Bachelor’s degree (360 credits) : Business management – Essential Experience required Seasoned professional with 5 –10years’ experience in managing a inbound contact center. Extensive IVR Knowledge Project Management Extensive knowledge of Key Contact Centre KPIs Key understanding of Contact center principles Experience in an Omni Channel environment Key performance areas Operational effectiveness Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning Working with HR and Recruitment drive the recruitment & selection of Team Leaders and Agents Developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets Building and maintaining effective internal and external stakeholder relationships Identifying and instilling best practice, processes and systems and drive continuous improvement environment. Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved Ensures service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery. Review management information and make suggestions, recommendations as to improvements across the contact centre Building and maintaining effective internal and external stakeholder relationships Identifying and instilling best practice, processes and systems and drive continuous improvement environment. Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. Work with MIS Team to ensure the most effective resource plans are developed and achieved Data management and integrity Drive the process that ensures the accuracy, completeness, consistency, and validity of an organization CRM data Together with the MIS, analyse CRM data quality improvement opportunities Adhering to policies, procedures and protocols 100% adherence to Divisional policies, procedure, protocols and SLAs 100% adherence to AFFS policies, procedures and guidelines Monitor effective use of business tools and equipment Full adherence to schedules and Contact Centre Handbook protocols for self and staff Meeting customer survey satisfaction standard Proactively identify opportunities to cross-sell Alexforbes products and services Ensure company policies and procedures are communicated to team, managing and resolving people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all IR matters Staff to adhere to the POPIA act Treat customers fairly By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationships. Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public Be a role model for others by consistently demonstrating behaviours which contribute towards an effective working culture Development- personal and people Attendance and active participation in professional development, training and coaching sessions as required. Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives. Develop people in line with job function Contribute to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators Competencies Business skills Excellent time management The ability to carry out a business task effectively with determined performance and results within a given time. Excellent negotiation skills Planning time to achieve goals The ability to meet new people, make a good impression and develop relationships Problem solving The ability to sustain positive relationships colleagues and various stakeholders Excellent problem solver Excellent Motivator Functional skills Communication and interpersonal skills Facilitate discussions The ability to complete repetitive tasks with patience and tolerance within required turnaround times Adjust language, terminology and needs of the team The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal. To have the energy and drive required to meet the challenges of work. The willingness and ability to follow prescribed rules, procedures and instructions within a defined framework The ability to sense, and attempt to understand feelings and perspectives by taking an active interest in the teams’ concerns, values, needs and views The ability to align your behavior with the needs, priorities and goals through commitment and determination The ability to accept change and adapt ones approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organization, processes, protocols, requirements, or cultures The ability to express oneself clearly in written communication in order that the content is understood by the receiver. A professional and friendly manner and the ability to deal with all levels in the organization The ability to handle stress and problems without loss of focus, enthusiasm and professional composure. People skills Excellent inter-personal skills Active listening skills Empower employees Demonstrate integrity Mentoring and coaching skills Art of delegation Innovate and inspire Managing emotions Assertiveness Leadership skills Excellent inter-personal skills Active listening skills Empower employees Demonstrate integrity Mentoring and coaching skills Art of delegation Innovate and inspire Managing emotions Assertiveness Core competencies Consistently high quality of work – Superior work standard Be Accessible and Approachable Reliability and consistency Quick at problem solving Manage change and conflict People management skills Excel at workforce management Demonstrate leadership Have strong communication skills Exceptional customer service Demonstrate emotional intelligence Technical proficiency " data-auto-id"3590" data-css"report_field_detail" data-label-for"" data-label-required"False"> Education Matric - Essential National diploma/Bachelor's degree (360 credits) : Business management - Essential Experience required Seasoned professional with 5 -10years' experience in managing a inbound contact center. Extensive IVR Knowledge Project Management Extensive knowledge of Key Contact Centre KPIs Key understanding of Contact center principles Experience in an Omni Channel environment Key performance areas Operational effectiveness Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning Working with HR and Recruitment drive the recruitment & selection of Team Leaders and Agents Developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets Building and maintaining effective internal and external stakeholder relationships Identifying and instilling best practice, processes and systems and drive continuous improvement environment. Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved Ensures service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery. Review management information and make suggestions, recommendations as to improvements across the contact centre Building and maintaining effective internal and external stakeholder relationships Identifying and instilling best practice, processes and systems and drive continuous improvement environment. Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. Work with MIS Team to ensure the most effective resource plans are developed and achieved Data management and integrity Drive the process that ensures the accuracy, completeness, consistency, and validity of an organization CRM data Together with the MIS, analyse CRM data quality improvement opportunities Adhering to policies, procedures and protocols 100% adherence to Divisional policies, procedure, protocols and SLAs 100% adherence to AFFS policies, procedures and guidelines Monitor effective use of business tools and equipment Full adherence to schedules and Contact Centre Handbook protocols for self and staff Meeting customer survey satisfaction standard Proactively identify opportunities to cross-sell Alexforbes products and services Ensure company policies and procedures are communicated to team, managing and resolving people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all IR matters Staff to adhere to the POPIA act Treat customers fairly By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationships. Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public Be a role model for others by consistently demonstrating behaviours which contribute towards an effective working culture Development- personal and people Attendance and active participation in professional development, training and coaching sessions as required. Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives. Develop people in line with job function Contribute to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators Competencies Business skills Excellent time management The ability to carry out a business task effectively with determined performance and results within a given time. Excellent negotiation skills Planning time to achieve goals The ability to meet new people, make a good impression and develop relationships Problem solving The ability to sustain positive relationships colleagues and various stakeholders Excellent problem solver Excellent Motivator Functional skills Communication and interpersonal skills Facilitate discussions The ability to complete repetitive tasks with patience and tolerance within required turnaround times Adjust language, terminology and needs of the team The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal. To have the energy and drive required to meet the challenges of work. The willingness and ability to follow prescribed rules, procedures and instructions within a defined framework The ability to sense, and attempt to understand feelings and perspectives by taking an active interest in the teams' concerns, values, needs and views The ability to align your behavior with the needs, priorities and goals through commitment and determination The ability to accept change and adapt ones approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organization, processes, protocols, requirements, or cultures The ability to express oneself clearly in written communication in order that the content is understood by the receiver. A professional and friendly manner and the ability to deal with all levels in the organization The ability to handle stress and problems without loss of focus, enthusiasm and professional composure. People skills Excellent inter-personal skills Active listening skills Empower employees Demonstrate integrity Mentoring and coaching skills Art of delegation Innovate and inspire Managing emotions Assertiveness Leadership skills Excellent inter-personal skills Active listening skills Empower employees Demonstrate integrity Mentoring and coaching skills Art of delegation Innovate and inspire Managing emotions Assertiveness Core competencies Consistently high quality of work - Superior work standard Be Accessible and Approachable Reliability and consistency Quick at problem solving Manage change and conflict People management skills Excel at workforce management Demonstrate leadership Have strong communication skills Exceptional customer service Demonstrate emotional intelligence Technical proficiency Apply Now

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PP2265 - Contact Centre Manager - Sandton

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