Manager: Contact Centre

A reputable Outsourced Call Centre based in the Johannesburg CBD urgently seeks to employ a highly skilled Contact Centre Manager.

The successful incumbent will be responsible for leadership, culture and well-being of the contact centre team. As well as management, planning and implementing call centre strategies and by improving systems and processes.

Some of your duties will entail:

Accountable for the operations of the Contact Centre including people, culture, processes and technology
Implement strategies that will ensure the Contact Centre supports unemployed youth through direct actions (advisors) or indirect actions (ensuring that leaders are supported through technology, processes, training, development etc.)
Management of the Contact Centre environment to ensure productivity and team cohesiveness
Act as support to team leaders, support staff and others outside of the contact centre – to drive great Candidate Experience
Be a centralised point for driving resolution of problems, clearing perceptions and guiding the leadership team so that that entry-level staff get a positive experience of a world class operation
Drive company values (Committed To Integrity, Driven By Results, Determined to Succeed Together, Ready For Work, Obsessed To Perform, Hungry To Grow)
Ensure that teams participate in contact centre initiatives
Effectively communicate messages to all levels of staff

Be at the forefront of driving new strategies and an ability to co-create new processes as required
Stakeholder management (internal and external)
Manage complexity – from a technological, processes and people point of view
Translate action items out of a complex set of reports, behaviours and stakeholder
feedback to ensure that the operation remains engaged in the Harambee Way
Driving and ensuring achievement of dashboard targets by being thoughtful and providing great candidate experience
Financial management
Other duties as needed to deliver results
Minimum Requirements:

Matric (Grade 12)
Relevant qualification and/or can demonstrate acquisition of necessary competencies gained through experience
At least 5 years’ experience in a contact centre, 2 years should be at a
management position
Strong people management background
Understanding of contact centre frameworks and labour legislations is a must
Strong experience in customer service, customer experience and quality management
Strong experience in managing multiple projects with multiple stakeholders
Proven ability in measurement and monitoring performance
Experience working with budgets
Experience in a matrix functional structure will be advantageous


Apply Here http://bit.ly/2ItOHOS

Job id : , #70371, 15 views,

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