Call Centre Manager - (must have Technical and ISP experience) R66000 pm

MH Solutions; Roodepoort; Vor Ort; ZAR 670.000 - 803.000; Vollzeit

Zusammenfassung

MH Solutions in Roodepoort is seeking an experienced Manager: Contact Centre to lead multi-channel operations and drive superior service while optimising costs. You will champion continuous improvement and ensure effective integration of technology and people management.

The ideal candidate has 8+ years in call centre leadership, a 3-year degree or diploma, and a track record of managing 60+ agents with strong forecasting, leadership and cost-control skills.

Qualifikationen

• Minimum of 3-year degree or diploma.
• Diploma in IT/CS/Engineering advantageous.
• 8+ years experience in managing a call centre.
• Managed a call centre with over 60 agents.
• Knowledge of software systems, processes and controls used in call centres.
• Budget management and strategy alignment.
• Strong leadership and people development.
• Forecasting and staff scheduling understanding.

Aufgaben

• Oversee a multi-channel contact centre handling diverse queries.
• Maintain seamless and consistent service across channels.
• Lead call centre metrics: CSAT, AWT, FCR, occupancy.
• Forecast and plan shifts to meet demand across channels.
• Own Qcontact platform and optimise its use.
• Drive self-service and reduce direct contact where possible.
• Identify cost-saving opportunities without compromising quality.
• Recruit, train and retain a skilled team; manage escalations.
• Monitor performance against KPIs and drive improvements.

Kenntnisse

Leadership

Forecasting

People management

Customer focus

Analytical thinking

Communication

Ausbildung

3-year degree or diploma

Diploma in IT/CS/Engineering advantageous

Tools

Qcontact

Jobbeschreibung

Introduction

To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness. The Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.

Duties & Responsibilities

Duties:

1. Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
2. Ensure seamless and consistent customer service across all channels.
3. Operational Leadership: Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
4. Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels.
5. Technical Expertise and Product Ownership: Serve as a subject matter expert in resolving complex technical queries related to companies’ services.
6. Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency.
7. Customer Experience and Self-Service Advancement: Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels.
8. Promote and develop self-service options to empower customers and reduce dependency on direct call centre engagement.
9. Cost Management and Efficiency: Strategise and implement cost-saving and efficiency-improving measures without compromising service quality.
10. Identify and rectify inefficiencies within call centre operations, ensuring a streamlined and cost-effective service model.
11. People Management and Leadership: Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability.
12. Ensure the supervisory team is well-organised, performance-driven, and adept at handling escalations and complex customer interactions.
13. Supervisory / Leadership / Managerial: Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries.
14. Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators.
15. Implement a robust framework for monitoring and enhancing performance across all customer interaction channels.
16. Cultivate a workplace environment that prioritises professionalism, commitment, and a customer-centric approach.
17. Invest in the ongoing development and career progression of team members.

Desired Experience & Qualification

Requirements:

Education:

• Minimum of 3-year relevant degree/diploma
• Diploma in Information Technology, Computer Science, Engineering, advantageous

Experience:

• Minimum of 8 years’ experience in managing a call centre
• Must have managed a call centre with over 60 agents.
• Familiarity with software systems, processes and controls used in call centre
• Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
• Team Leadership & Development: Decision-making, collaboration, communication, interpersonal understanding and conflict management skills
• Principles of Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting staff requirements
• Analytical Thinking: Problem-solving and reasoning skills

Should you not receive a response within 10 working days, please consider your application as unsuccessful.

For any enquiries please call 012 346 1950.

Package & Remuneration

R66 000 pm