Contact Centre Manager Digital X2 at Hollywoodbets

You Bring:

• 3-5 years’ experience in Leadership.
• 3-5 year’s call centre management experience.
• Experience in Dialer systems and IVR.
• Quality Assurance (QA) experience.

A bonus to have:

• Diploma/Degree.

What You’ll Do For The Brand:

• Ensure the accuracy of daily/weekly/monthly reporting statistics
• Ensure that resources are trained to effectively and timeously attend to the administration function.
• Conduct training needs analysis to highlight training gaps and strategies to rectify
• Ensure that departments are optimally staffed to manage costs per seat vs services delivered/turnaround times.
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.
• Ensure the various CRM’s/Systems is set up to enhance workflows and implement such systems, efficiencies and reporting capabilities for campaigns.
• Develop quality measures to rate quality of service delivered and turnaround times - include appropriate areas that are campaign specific. Ensure quality targets are achieved and interventions are implemented to increase quality outputs where there are shortfalls
• Identify ways in which to increase motivation and team work and to foster a positive work environment
• Resource management of a diverse team, responsible for setting direction/targets and conducting the day to day people management function of the team
• Conduct performance reviews with the relevant Managers and ensure that performance reviews are conducted for the remainder of the team
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
• Review training needs continuously
• Ensure that any staff movements (recruitment, transfers, promotions, terminations, etc) are reported to HR and proper processes are followed
• Ensure that resources are trained to effectively deal with account queries, audit queries and account updates.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
• Ensure that the Hollywood brand and image is promoted through excellent customer service
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
• Implementation of CRM (Customer relationship Management) system to increase reporting capabilities, increase efficiencies and automate the query resolution and escalation process
• Implement Digital strategies to enhance the customer experience through better technology and automation
• Ensure queries are resolved timeously and at point of call where possible
• Other
• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Work closely with other iBranch functions such as mobile department, Internet and Digital Marketing Department in order to understand the dependencies that exist between departments.
• Any other ad hoc duties that might be required