Job Description

Business unit, Department, ReportingBusiness Unit Solutions
Department Outsourcing and AMS
Job grade/level M5Core DescriptionEnsure the smooth and efficient operation of the Outsourcing & AMSCall Centre, while also focusing on delivering high-quality customer service and driving continuous improvement.Key Deliverables / Primary Functions

• Lead and manage a team of customer service representatives (CSRs). This involves hiring, training, coaching, and motivating staff to ensure they meet performance targets and provide excellent customer service.
• Monitor and evaluate the performance of individual CSRs and the overall team. This includes setting performance metrics (such as call resolution times, customer satisfaction scores, and response times) and implementing strategies to improve performance where necessary.
• Manage the allocation of resources, including staffing levels, scheduling, and workload distribution, to ensure adequate coverage during peak call times and efficient use of resources.
• Develop and implementing strategies to improve the efficiency and effectiveness of the call centre.
• Generate reports and analyzing data related to call centre performance, including call volume, response times, customer satisfaction scores, and other key metrics.
• Ensure that the call centre operates in compliance with relevant regulations and company policies. This includes maintaining security and confidentiality of customer information, adhering to industry standards, and mitigating risks related to fraud, data breaches, and other potential threats

Core Functional Skills & CapabilitiesProblem solvingCommunicationStrategic PlanningCustomer OrientationCustomer Needs AnalysisCore Behavioural CompetenciesJob MatchLeading and supervisingAnalysingApplying expertise & TechnologyPlanning & OrganisingWriting and ReportingMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Call Centreor Grade 12 (NQF Level 4) and 7 years' experienceAdditional Education -Preferred /AdvantageExperience5 years' experience in ICT Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environmentOR7 years' experience in ICT Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environmentCertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control20
Level of Engagement Engagement will all levels within the organisation, internal and external to the business.Special Requirements / Employment ConditionWorkplace / Physical RequirementsFull-time Office Based position.Billable

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