Administration Manager : Call Centre Negotiable

Moving Heads Personnel; Johannesburg; On-site; USD 35,000 - 55,000; Full time

Job summary

A leading company in the financial services sector seeks an experienced Call Center Manager in Johannesburg. The role entails leadership of the call center team, enhancing service quality, and managing client service functions. Ideal candidates should possess substantial industry experience, particularly within an inbound call center environment, and be skilled in data analysis and people management.

Qualifications

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

Responsibilities

• Plan, manage, and lead the call center team to improve service quality.
• Establish call center objectives, analyze call data, and focus on performance improvement.
• Manage client service functions to ensure timely and accurate service delivery.

Skills

Leadership

Client Service Management

Process Improvement

Data Analysis

People Management

Education

Matric or equivalent

Job description

Experience in the financial services sector is essential.

Responsibilities

1. Plan, manage, and lead the call center team to improve service quality.
2. Establish call center objectives, analyze call data, and focus on performance improvement.
3. Identify and resolve process and system inefficiencies with internal stakeholders.
4. Build productive relationships with key stakeholders across channels and teams.
5. Implement and monitor standard and customized operating procedures, quality, and service standards.
6. Monitor operational processes for quality and effectiveness, making adjustments as needed.
7. Manage client service functions to ensure timely and accurate service delivery.
8. Oversee daily workflow, resource planning, SLA adherence, and production statistics.
9. Apply governance principles, Treat Customers Fairly (TCF), and ensure legislative compliance.
10. Deliver reports on client service, identify market trends, and report system issues.
11. Analyze data to improve processes, allocate resources, and identify trends.
12. Review and set performance targets aligned with business objectives.
13. Engage with and retain clients within the current portfolio.
14. Ensure consistent service delivery to external and internal clients, aligned with company values and TCF principles.
15. Negotiate and monitor service level agreements, making adjustments as necessary.
16. Define service practices that foster rewarding relationships, innovation, and exceptional service.
17. Meet service level agreements to manage client expectations.
18. Recommend improvements in client service and fair treatment practices.
19. Contribute to a positive work culture and environment.
20. Demonstrate exemplary leadership, commitment, and organizational values.
21. Recruit suitably qualified talent, support HR practices, and ensure continuous improvement.
22. Promote a learning and growth culture, sharing successes, issues, and ideas.
23. Execute workforce planning, identify development needs, and manage performance.
24. Encourage innovation, change agility, and team collaboration.
25. Develop and monitor the regional budget, implement financial controls, and manage expenditure.
26. Identify operational efficiencies and manage financial risks and policies.
27. Implement risk management, governance, and compliance policies.

Experience & 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

Package & Remuneration

Negotiable

Location

Johannesburg, Gauteng