CUSTOMER SERVICE OPERATIONS & BUSINESS ANALYST EXECUTIVE
CAPE TOWN | R 25 000

On line Casino Environment servicing International Client base is seeking to employ above mentioned !!!!!

Purpose of the role

• The successful candidate will be responsible for the overall well-being and functioning of the Customer Service Centre.
• This includes but is not limited to strategic management, daily reporting, systems and process management, operations management, cost management, compliance, efficiency management and service excellence.
• To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge; skill and/or ability required and are not intended to be an exhaustive list of all duties and responsibilities associated with this job.

Key Responsibilities

• Determine customer care operational strategies by conducting needs analysis, capacity planning, cost and benefit analysis, identify and evaluate state of the art technologies
• Monitor and maintain customer service excellence by collecting, analysing and interpreting data and trends and ensuring the accuracy of daily/weekly/monthly reports
• Analyse and interpret daily, weekly and monthly phone system reports to proactively manage outputs
• Tracking emerging trends and bench-marking state of the art practices
• Meets financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances, initiating corrective actions and optimizing returns
• Ensures that resources are trained to effectively and timeously attend to customers
• Ensures that department is optimally staffed to manage costs per head vs. services delivered and turnaround times
• Ensure daily targets are achieved and interventions are implemented to increase quality where there are shortfalls
• Develop quality measures to rate quality of service delivered and turnaround times
• Ensure quality targets are achieved and interventions are implemented to increase quality outputs where there are shortfalls
• Identify ways in which to increase motivation and team work and foster a positive work environment
• Resource management of a diverse team, responsible for setting direction/targets and conducting the day to day people management function of the team
• Conduct performance reviews with the team to ensure that performance levels are met
• Implement strategies to manage staff conduct and ensure poor performance procedures and disciplinary processes and followed consistently where required
• Review training needs continuously
• Ensure that any staff movements are done in consultation with the HR Department
• Ensures that resources are trained to display good customer service principles in their dealings with customers and other internal team members as well as turn-around times for all queries
• Identify root causes of customer and audit queries and identify ways to reduce them

The ideal candidate should possess/be:

• 2 years’ experience managing a call centre
• Strong analytical skills, reporting and strategic intent
• Proactive, consistent, fair, accountable
• Strong leadership skills
• Excellent written and verbal communication skills
• Detail orientated
• Team player
• Assertive nature
• Logical & methodical thinker
• Big focus on responsibility, ownership and accountability for results and actions taken