Coastal Contact Centre Senior Manager - Cape Town at Fidelity Services Group

MAIN PURPOSE OF JOB:

• The overall purpose of the position is to effectively manage and improve the functions of the Operations Contact Centres (Customer Contact Centres and Central Monitoring Centres) and all related functions for Fidelity ADT Coastal Region. To align these functions to the strategic objectives of the Company, while improving the customer experience across the various touchpoints. Drive effectiveness and efficiencies in these functions through the analysis and interpretation of data, improvement of processes, implementation of new projects, automisation and centralisation where appropriate. The management of the SLA’s and the related relationship management (Matrix environment) is imperative to the success of the Operations Contact Centres and the incumbent will be responsible, together with the management team, for ensuring that these relationships are maintained and improved upon. There will be a strong focus on attrition analysis and operationalise strategic plans to this effect.

The Operations Contact Centre (CCC) functions include:

• First Level Call Centre Inbound services: general complaints and queries.
  Level Two Outbound Customer Care: terminations, client communications, reporting and social media as well as resolution of NPS concerns.
• Second Level Technical Escalations: scheduling/dispatching, escalated technical complaints.
  Outbound Sales: moving cancellations, lead management, scheduling, and reconnection sales appointments.
• The Alarm Monitoring Functions (CMC) include:
  Emergency inbound Outbound and dispatching functions in the Central Monitoring Centre’s.

Critical business performance metrics for the incumbent are, Cost To Serve, net attrition (on savable terminations), recon leads to appointment ratio, internal sales as a % of transferred opportunities and customer satisfaction metrics.  Emergency Phone Back Times, Alarm Cancellation Rates, Emergency Inbound Call Answer Rate and Dispatch utilization. In addition, the incumbent will be responsible for innovation within the contact center environment that facilitates improved service delivery (to internal and external customers) and business cost efficiencies.

Furthermore, ensuring consistent and appropriate service delivery, the incumbent is responsible for the management of all staff within the Operations Contact and Monitoring Centers, which includes all HR requirements, training and development, staff morale and any other people related requirements.  

QUALIFICATION & EXPERIENCE:

• Call Centre management experience
• Tertiary qualification
• Senior management experience
• Collecting, analysing and interpreting data and statistic.
• Continuous Improvement experience
• Customer Service experience
• People management experience
• Financial Acumen (P&L) understanding and management experience.

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Management in the Matrix environment
• Analytical
• Strategic thinking
• Customer focused with strong emphasis on attrition.
• Employee engagement
• Valid Driver’s License
• Computer literate (MS Office, Outlook, Internet)
• Knowledge of security industry beneficial
• Professional
• Outgoing
• Driven for results
• Long term career seeker
• Problem Solver
• Business Acumen

KEY PERFORMANCE AREAS

CONTINOUS IMPROVEMENT

• Actively pursue continuous improvement within Operations and Monitoring Contact Centres that will aid in delivering efficiencies to the business and improved service delivery to all customers (internal and external)
• Ensure that all Operations Contact and Monitoring Centres function the same – a change in one location is a change in the other location (mirror)
• Support and drive any continuous improvement initiatives within the Operations Contact and Monitoring Centre environment.
• Drive business case development and accuracy across all key projects. Manage capital and operational expenses within project scope.

PEOPLE MANAGEMENT

• People management, including all HR related issues as well as staff development.
• Identify training and development needs among staff and coach accordingly.
• Ensure that a structured promotional structure and career path policy is formulated and implemented.
• Ensure EHS standards are adhered too.
• Drive Zero Harm into areas of responsibility.

SERVICE DELIVERY

• Define and drive targets as set nationally or in agreement with internal customers, including: Cost To Serve, attrition (by region), complaint resolution cycle times, first call resolution, surveys, lead to appointment ratios, internal lead conversions on outbound sales, contact centre answer rates, abandonment rates, emergency phone back times, emergency inbound call answer rates, dispatching utilisation, alarm cancellation rates, staffing levels and other metrics that may be agreed on from time to time.
• Set and manage customer retention strategies.
• Implement processes and systems to manage and drive down complaints / queries and terminations across all business functions and units.

MAINTAINING REGIONAL SLA OBJECTIVES

• Action any specific items related to Operations Contact and Monitoring Centre's.
• Hold Regional Management teams accountable for delivery on SLA terms.
• Conduct periodic reviews with Regional Executives to ensure internal customer satisfaction and to highlight concerns that need addressing.
• Proactively establish and maintain effective working team relationships with all support departments.

SYSTEMS MANAGEMENT

• Ensure disaster recovery processes are updated and ensure Operations Contact and Monitoring Centre readiness for disaster recovery.

BUDGETS

• Create annual budgets.
• Ensure budgets are achieved and costs are maintained.
• Submit accurate forecasts timeously.

ANALYSIS AND REPORTING

• Construct and deliver weekly, monthly, quarterly, and annual reports (standard and ad-hoc)
• Report to regions information that is necessary for them to properly assess the health of the Contact and Monitoring Centres and the employees.

Closing Date 25 August 2023