Manager Technical Roodepoort

Mh Solutions; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading contact centre management firm in Gauteng is seeking an experienced individual to lead operations and ensure exceptional customer service. The candidate will manage a team of more than 60 agents, focusing on improving operational efficiency and customer satisfaction. Responsibilities include overseeing customer interactions across various platforms, maintaining call centre metrics, and recruiting and training staff for optimal performance. This role requires strong leadership skills and the ability to drive cost-effective initiatives.

Qualifications

• Minimum of 8 years managing a call centre with over 60 agents.
• Proficient in managing budgets and aligning goals to strategy.
• Understanding of workforce management and staff scheduling.

Responsibilities

• Oversee a multifaceted contact centre handling technical issues and customer concerns.
• Ensure consistent customer service across all channels.
• Maintain focus on key call centre metrics.

Skills

Team Leadership & Development

Analytical Thinking

Problem-solving skills

Interpersonal understanding

Education

3-year degree or diploma in relevant field

Diploma in Information Technology or Computer Science

Job description

Introduction to lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness.

Duties & Responsibilities

• Oversee a multifaceted contact centre handling first line and second line technical issues, billing enquiries, and general customer concerns across voice calls, chatbots, social media, WhatsApp, and other digital platforms.
• Ensure seamless and consistent customer service across all channels.
• Maintain 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.
• Employ forecasting and shift planning techniques to allocate resources effectively and address inquiries promptly across all channels.
• Serve as a subject matter expert in resolving complex technical queries related to the company's services and assume product ownership of Qcontact (contact centre software) to optimise customer experience and cost efficiency.
• Drive continuous initiatives to enhance customer experience and promote self‑service options to empower customers and reduce dependency on direct call centre engagement.
• Strategise and implement cost‑saving and efficiency‑improving measures without compromising service quality across all operations, identifying and rectifying inefficiencies within call centre operations.
• Exhibit strong people management skills, leading by example, fostering professional growth and accountability, ensuring the supervisory team is performance‑driven and adept at handling escalations.
• Recruit, train, and retain a highly skilled contact centre team, regularly assess performance, and implement a robust framework for monitoring and enhancing performance across all customer interaction channels.
• Invest in ongoing development and career progression of team members, identifying future leaders and ensuring a talent pipeline to sustain operational excellence.

Desired Experience & Qualification Requirements

• Education: Minimum of a 3‑year relevant degree or diploma; Diploma in Information Technology, Computer Science, Engineering is advantageous.
• Experience: Minimum of 8 years managing a call centre, having managed 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.

Package & Remuneration

R pm