Job Description

To manage and oversee the smooth functioning of the Customer Services Contact Centre in order to achieve service levels, positive customer experiences, and to build and maintain an integrated and balanced people management approach in a cost-effective manner.Customer Services Strategy

• Execute and communicate functional strategy and projects to the Customer Service teams
• Actively participate with the implementation and monitoring of strategic and departmental projects
• Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise
• Drive recruitment strategy and resource models in line with departmental strategy or projects

Operational Management

• Implement operational strategies to achieve and maintain service levels across various channels
• Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities
• Draft and maintain Standard Operating Procedures documentation
• Develop business cases and requirement specifications that will support any new system or functional requirement within the department and participate in UAT as required
• Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators; produce relevant reports, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required
• Actively manage dispositions across telephony architecture
• Communicate clearly, effectively and timeously to ensure that internal and external stakeholders are engaged on relevant matters
• Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships
• Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
• Actively participate in project related activities
• Adopt First Call Resolution competency
• Detect and escalate fraud and misrepresentation to the respective lines and department
• Operationalise all payroll related activities including management of overtime/special time/transport waybill

Management of people

• Manage and lead a team of Team Managers.
• Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of employees
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
• Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
• Mentor and coach employees and identify needs and update career growth plans
• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
• Manage non-performance or probation requirements as stipulated in Tenacity policies and /or contractual agreement
• Ensure timeous contracting of KPIs with Agents and Team Managers

Experience

• 5 years experience in a Team Manager position
• Minimum 3 years experience in a Contact Centre Department Manager position
• Solid understanding of contact centre processes, technology and tools
• Successful track record in managing large scale contact centre (200+ FTE)

Qualification

• Grade 12 / Matric or equivalent
• Relevant Degree in Business Management or Marketing Management or Sales (advantageous)
• Relevant Contact Centre certifications(advantageous)

Functional Knowledge & Skills

• Key understanding of the Credit/Retail and Lending industry
• Good working knowledge of telephony and dialler capabilities as well as multi-media channels
• Analytical skills with proven ability to identify and develop solutions to improve customer experience and business processes
• Extensive contact centre management knowledge
• Ability to effectively, clearly and convincingly communicate at all levels - both verbally and in writing
• Strong relationship management competence
• Value chain management competence
• Judgement and decision making
• Strong Leadership skills

Tenacity Financial Services