Purpose of the Role:
To manage the smooth running of the Contact Centre to ensure quality service, client retention and sales, by maintaining stakeholder relationships in line with the company’s client service strategy.
Duties and Responsibilities:
• Drive costs and budgets (expenses) by managing headcount and agents' productivity
• Manage service level agreement by ensuring that the speed-to-answer call target is met
• Identify cross-sell opportunities and ensure all sales and retention campaigns are actioned as per the Service Level Agreement
• Manage average handle time, abandonment rate, transferred and repeat calls by analyzing
• Call Management System (CMS) reports and Management Information System (MIS) reporting
• Drive efficiency and profitability by ensuring projects' targeted cost savings are materialized
• Manage all queues within Service Level Agreement by monitoring escalations from the Outbound Desk Team
• Manage talk-time targets by monitoring Call Management System (CMS) reports daily
• Minimise financial loss by ensuring process gaps are closed, training is conducted and corrective action/s are taken when necessary
• Driving quality standards to ensure excellent client service experience by monitoring call quality scores and Client Experience Measure (CEM)
• Ensure that stakeholder expectations and deliverables are met by attending their monthly meetings to action business requests
• Agree and set targets for the delivery of business outputs through engagement with stakeholders
• Review monthly business performance and deliver on the expectations
• Ensure accurate MIS reports on sales, service and retention figures by checking monthly packs prepared by our Management Information Specialists
• Prepare an action plan based on the survey results from the business. Ensure communication channels remain open by maintaining close relationship with the stakeholders
• Liaise with Workforce and Facilities management on operational issues related to the Desk
• Manage complaints and escalations within service level agreement to ensure client satisfaction
• Generate sales leads through pro-active cross-selling and doing cold calling to existing and potential clients
• Manage business risk by ensuring staff are trained on all products and processes in line with FAIS legislation requirements
• Ensure constant communication is sent out regularly, highlighting risk areas in the business
• Conduct regular audits to ensure that correct processes are followed by conducting call listening
• Make sure all employee relations processes are followed effectively to minimise risk
• Ensure completion of monthly proficiency tests with a pass rate of 80% and take the necessary corrective action to close the training gap
• Ensure all compliance tests are completed on time
• Ensure adherence to compliance requirements by conducting audits
• Manage non-adherence to work plan by monitoring attendance
• Ensure accurate completion of documentation in line with set standard procedure
• Ensure consistent performance management processes are in place and are being followed
• Ensure that Disaster recovery and business continuity plans are kept up to date, tested , communicated and implemented
• Ensure process changes are signed off prior to deployment
• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken
• Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs
• Contribute to team effectiveness by following the recruitment process when recruiting talent
• Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes (e.g. rotation)
• Ensure self and staff understand and embrace the company Vision and Values by leading by example and re-enforcing values during meetings
• Manage the recruitment and on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list. Manage employee relations and taking appropriate corrective measures when necessary
• Ensure transformational target are met for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list
• Contribute to a culture conducive to the achievement of transformation goals by participating in company Culture building initiatives (e.g. staff surveys etc)
• Participate in the development and implement action plans to address issues raised in culture surveys to improve results
• Address issues raised in culture surveys by participating in the development and implementation of action plans
• Create a client service culture through various required interventions
• Support and encourage staff to participate and support corporate responsibility initiative
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement
• Encourage team to generate innovative ideas and share knowledge. Ensure all staff have a monthly performance scorecard to ensure clear accountability
Qualifications:
• Matric plus a Diploma or Degree in Banking and/or Finance
• Relevant Call Centre qualification (preferred)