Contact Centre Manager Inbound - Johannesburg
Centurion, Perm, R30k CTC P/M

Please submit your MS Word CV & Current Salary

Purpose: Manage the Inbound Contact Centre’s interaction with clients, ensuring that it is aligned with the overall objectives of the organisation and the resources are fully utilised to ensure optimal service delivery to clients.

Minimum Requirements:

• Matric Non-Negotiable
• B/Degree / equivalent
• 5 Years Managing and Inbound Contact Centre
• 2 Years exposure to:
o Quality Monitoring Of Calls & Processes;
o Telephonic Systems with relevance to the contact centre environment (workflow; ACD; IVR; Voice recorders etc)
o Capacity Planning and Utilisation measures for contact centres
• Experience in Outbound Contact Centre Management including Sales & Service
• Staff Management; training, mentoring, team building etc
• Experience in Managing & Compiling Budgets
• Valid Driver’s license and own vehicle
• MS Word; Excel; PowerPoint; Outlook

Duties:

• Determines Call Centre Operational Strategies by conducting needs assessments; performance reviews, capacity planning, and cost/benefit analyses;
• Identifying and evaluating state of the art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality and customer service standards, contributing information and analysis to organizational strategic plans and reviews
• Develops call centre systems by developing customer interaction and voice response systems and voice networks; designing user interfaces; developing and executing user acceptance test plans, planning and controlling implementations
• Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems;
• Preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs and installing upgrades
• Accomplishes call centre human resource objectives by recruiting, selecting, orientating, training, assigning, coaching, counselling, and disciplining employees
• Administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures
• Meets call centre financial objectives by estimating requirements; preparing an annual budget, scheduling expenditures, analysing variances, initiating corrective actions
• Prepares call centre performance reports by collecting; analysing & summarising data & trends
• Maintains equipment by evaluating and installing; developments and maintenance of preventative problem/programs, calling for repairs, evaluating and implementing upgrades
• 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 services
• Accomplishes organisational goals and objectives by accepting ownership and accomplishing new and different requests, exploring opportunities to add value to job accomplishments

Only South African Citizens need apply