Administration Manager : Call Centre Negotiable

Moving Heads Personnel; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A client-focused recruitment agency in Johannesburg is seeking a Call Center Manager to lead and improve their center operations. Responsibilities include optimizing service quality, managing a team, and ensuring compliance with service standards. The ideal candidate has significant experience in financial services and people management within an inbound call center environment. This role offers a negotiable compensation package.

Qualifications

• 6–8 years' experience in the financial services industry.
• 2–3 years of people management experience in an inbound call center environment.

Responsibilities

• Plan and lead the call center team to improve service quality.
• Analyze call center data and focus on process improvement.
• Manage a comprehensive client service function.

Skills

Leadership

Problem-solving

Data analysis

Customer service

Communication

Education

Matric or equivalent

Job description

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 centre objectives, provide administrators with opportunities to expand their knowledge of service and products, analyse call centre data and focus on improving performance and processes to provide a one‑stop excellent service to our clients in line with 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 or 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 timely and accurate service delivery.
• Daily workflow management and effective resource planning, problem identification and resolution, 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, and identify and report system‑related problems.
• Analyse data to identify trends, improve processes and allocate resources effectively.
• Review performance targets in line with business objectives and realities to ensure optimal performance is maintained.
• Engage in the retention of clients within the current portfolio.
• Provide effective and consistent service delivery and support to external clients in line with company values and TCF principles.
• Provide 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 that 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 to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within the 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) 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 to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Support the building of the team's capability 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 unlocking operational efficiencies.
• Manage high‑risk and problematic financial issues in the 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 the 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 of people management experience in an inbound call centre environment.

Package & Remuneration

Negotiable.