Call Centre Manager - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 14-04-2014 7:14:23 AM
12-05-2014 7:14:23 AM
The purpose of this position is to take overall responsibility for the performance and ongoing development of the Call Centre functions, ensuring delivery of contractual obligations.

KPI’s

1. People Management

Leadership
Leads by example in living the values of the organization.
Ensures the department is fully equipped to handle the work load and distribute work flow.
Coaches to ensure a full understanding of consequences of errors.
Creates an environment that fosters team work and co-operation amongst team members.
Communicates effectively, building and maintaining relationships Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation.

2. Attraction & Selection

Ensures appropriate staffing and action accordingly.
Identifies need for creation of position and forward recommendation to direct manager and HR.
Ensures appointments are in line with EE targets / strategy.
Selects and places candidates in terms of agreed recruitment and selection process.

3. Retention

Develops and empowers people, recognizing and rewarding value-added performance.
Training and Development
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans.
Monitors implementation of training needs as per individual development plans.

4. Career Pathing and Succession Planning

Identifies, manages and develops talent
Performance Management
Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs.
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action.

5. Financial Performance

Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle.
Takes responsibility for input into setting the operational budget, and responsibility for managing and administering the budget allocation on an ongoing basis.
Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

6. Operations

Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation.
Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements.
Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols.
Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner.
Ensures consistency and standardisation with the client’s other operations.

Requirements:

Minimum 4 years operations management experience, with at least 2 years in a senior managerial position in a Call Centre.
Understanding of Call Centre Industry in terms of how people and technology work together for business optimisation.
Willing and able to work shifts
Own transport (not negotiable)
Kindly specify current salary