Commercial Contact Centre Manager - Midrand at Fidelity Services Group

Major Responsibilities:

• Handling of inbound and outbound queries escalated to your level.
• Ensure correct and effective booking –communication with internal and external client.
• Ensure great customer service is always delivered in your team.
• Assisting in the planning/implementation of new processes.
• Complete Adhoc paperwork/reporting/tasks as required.
• Work closely within a team to identify/solve queries and staff wellbeing.
• Ensure Team is logged in as per CCC workforce requirements
• Ensure SOP Compliance and Adherence
• Devise ways to optimize processes and keep agents motivated
• Prepare monthly / annual results and performance schedules
• Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
• Adhere to all other CCC policies and procedures
• Drive inter-departmental technical liaison regarding service calls.
• Attending meetings, training, conferences, and workshops when required.
• Manage a dedicated team of Contact Centre Agents in the Commercial Call Centre.
• Keep track of attendance, daily, weekly, and monthly statistics. Paid time off, sick days and annual leave taken.
• Motivate and encourage agent’s trough positive communication and feedback.
• Hire and on-board new agents
• Conduct regular performance reviews and arrange training for under performers
• Ensure a safe and harmonious working environment
• Ensure all escalation processes are followed according to agreed procedure for client service
• Ensure all escalation processes are followed according to agreed procedure for Pulse and Openscape
• Ensure ownership of escalations queries, resolutions, and follow-up
• Investigate ways to upskill Agents
• Coach and train all staff.

Min Requirement:

• Grade 12
• Business Management Diploma
• Increase in service revenue and driving service excellence.
• Customer Service experience is essential.
• Understanding National Key Accounts Business in B2B verticals predominantly Retail, Manufacturing, Industrial, FMCG and Banking
• Understanding of Call Centre policies and practices.
• Understand service level agreement.
• Sales experience.
• Proven experience in driving results and exceeding targets.
• Managing a team or Supervisory experience will be advantageous.
• Computer Literate (MS Office, advanced Excel, PowerPoint, Pulse, SAP and Exucugaurd)
• Listener experience advantageous
• Technical knowledge on functionality of security equipment
• Strong Financial Acumen

Other required Attributes:

• Integrity and trust
• Action orientated
• Business Acumen
• Attention to detail
• Time Management
• Drive for results
• Strong Interpersonal skills
• High energy levels
• Able to work under pressure, Target driven, Self-motivated and Innovative
• Accurate updating of reports
• Outstanding communication and negotiation abilities as well as Proficient in English
• Strong people management skills
• Knowledge of performance evaluation procedure
• Ability to multi-task
• Objection handling telephonically
• High energy levels