Mgr: Call Centre: Inbound - JHB at Liberty Group South Africa

Purpose

• To plan, manage and monitor the implementation of call centre activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Outputs

Process

• Ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
• Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
• Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
• Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.

Customer

• Manage the development of standardised client centred scripts for client service processes.
• Manage client query processes and ensure that they are tracked and can be resolved in accordance with operational goals and standards.
• Maintain a log of all customer complaints and how they have been addressed for trend and age analysis.
• Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Ensure the provision of sound consulting services and recommendations based on customer and client needs, current information and trends.
• Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.

Finance

• Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

• Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
• Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.

Governance

• Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
• Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.