Administration Manager: Call Centre Negotiable

Moving Heads Personnel; Johannesburg; On-site; ZAR 520,000 - 760,000; Full time

Job summary

Moving Heads Personnel is seeking a seasoned Call Center Manager in Johannesburg to lead the team, drive service quality, and implement efficient processes within a financial services environment.

The role focuses on stakeholder coordination, governance, and adherence to service level agreements while shaping workforce planning and development.

Qualifications

• Matric or equivalent.
• 6-8 years' experience in the financial services industry.
• 2-3 years’ people management experience in an inbound Call Center environment.

Responsibilities

• Lead call center team to improve service quality.
• Identify and fix process inefficiencies.
• Ensure compliance with governance and TCF principles.
• Plan daily workflow and allocate resources effectively.
• Monitor and report on service level agreements and performance.

Skills

Leadership

Call center management

Process improvement

Stakeholder management

Budgeting

Governance & compliance

People management

Education

Matric or equivalent

Job description

EXPERIENCE IN THE FINANCIAL SERVICES SECTOR IS ESSENTIAL

Duties & Responsibilities

• Responsible for the planning, management and leading our call center team to obtain a better and improve service quality. Assist in establishing call center objectives, provide administrators with opportunities to expand their knowledge of service, products and analyze call center data and focus on improving performance and processes in an effort to provide a one stop excellent service to our clients in terms of our client service strategy.
• Identify and fix process inefficiencies.
• Identify system inefficiencies and drive the resolution process with other internal stakeholders.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Manage the implementation of standard/customised operating procedures, quality and service standards related to the applicable client service solution.
• Monitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Daily workflow management and effective resource planning, problems identified & resolved, Service Level Agreements adherence and production statistics.
• Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance within the client services environment.
• Deliver quality and meaningful reports on client service within agreed time frames, identify and report new trends in the market, Identification and reporting of system related problems.
• Analysis data to identify trends, improve processes and allocate resources effectively.
• Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
• Engagement/retention of clients within current portfolio.
• Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
• Effective and consistent service delivery and support to all internal clients.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional client service.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Create a positive work climate and culture.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and values.
• Advise on and support all people practices (e.g., Workforce Planning, Talent Acquisition and Management, Performance excellence, Reward and talent retention etc.) to ensure continuous improvement and drive strategy execution.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Support the building of the team’s capability in order to ensure that the team is equipped to strategically partner with business and provide leading solutions.
• Develop and monitor the regional budget.
• Implement sound financial controls and monitor and manage expenditure relative to budget.
• Take responsibility for the unlocking of operational efficiencies.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical and improper conduct.
• Implement risk management, governance and compliance policies in own practice area.
• Manage governance and risk exposure liability.

Desired Experience & Qualification

• Matric or equivalent
• 6 -8 years' experience in the financial services industry
• 2 -3 years’ people management experience in an inbound Call Center environment

Package & Remuneration

Negotiable