Manager: Call Centre Operations - VTCS015
Role purpose:
The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. In addition to managing the inbound/outbound Customer Care for the specific segment/s through our business partner.
The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget
The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes;
The Manager need to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.
Key accountabilities;
- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing process improvement and quality assurance programs;
- Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Work with other managers in Customer Service Support and Quality Assurance/Customer experience Management to analyze and manage performance vs. operational KPIs.
- Ensure that the appropriate partner management tools are in place, in order to seamlessly execute.
- Consolidate Voice of the Customer, based on team’s interaction with segments, to be shared regularly with all stakeholders within the Division and higher level Vodacom Management Team.
- Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing at the call center
Core competencies, knowledge and experience
Operational Management – experience with Customer Care management and its dynamic environment.
Partner Management – delivery of results through partners/outsourced company
Commercially astute – solid understanding of market, competitor & customers
Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
Financial Management – manage budgets, drive down costs wherever possible
Strong analytical skills and problem solving skills. Able to assess reports, identify issues, root cause, and recommend solutions.
Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
Excellent leadership, people management, communication and influencing skills at a senior level
Excellent and effective communication skills both written and oral.
Must have technical/professional qualifications:
- 3+ years’ experience industry or functional experience.
- Bachelor degree in Business Administration, Master’s Degree will be an added advantage
- Strong analytical skills and business acumen.
- 3 years relevant experience Customer services.
Job Type: Full-time
Employment Type: Permanent
Closing Date: 12-Apr-19, 11:59:00 PM
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