The purpose of this role is to manage the client onsite operation and interface and continuously improve the efficiencies, sales and service delivered by the contact centre and managers and their teams. This includes overseeing the entire day to day management, performance and ongoing development of the contact centre in line with the commercial agreement (Sales, Outbound and any Service requirements). The role includes making sound business decisions aimed at optimizing the performance of people, processes and technology and the integration between these functions and will ensure that high standards of service delivery to the client and their customers.

MAIN RESPONSIBILITIES/TASKS:

Operational Planning and Work Scheduling:

Managing daily operations of the contact centre to ensure service delivery standards are met

Maximize the performance of the contact centre against defined Sales, Outbound and Service KPIs through effective real time management

Manage efficiencies within the contact centre

Ensure optimal staffing and forecasting if required

Drives continuous improvement through quality interventions and creating a sales and service culture with the various contact centre teams

Stakeholder Relationship Management and Client Service:


Ensure service delivery in the contact centre meets and exceeds objectives at all times

Ensuring that sales execution and service delivery is continuously improved

Implement and manage a customer feedback system to ensure continuous improvement

Manage all client deliverables timeously, exceeding expectations and performance deliverables. This includes the day to day relationship management and rules of engagement.

Budgeting and Resource Management:

Input and management of contact centre budget

Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures

Reviews and tracks daily, weekly and monthly Profit & loss of revenue and costs

People Leadership and Performance Management:

Establish and implementation of any sales incentive proposals, performance agreements and pay for performance models

Ensure policies and procedures are adhered to

Meet regularly with managers and team leaders to monitor teams performance

Manage absenteeism and key hygiene factors in the contact centre

Conduct regular staff meetings and performance appraisals (supported by WF team)

Monitoring and Reporting:


Prepares daily, weekly and monthly high level call centre performance reports by collecting, analysing, and summarizing data and trends

Prepares Business improvement initiatives and provides continuous execution plan

People Management:

Accomplishes human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees

Conducting needs analysis for and implementation of training plan

Managing Technical Service Delivery:

Maintains professional and technical knowledge by tracking emerging trends in contact centres

Develops call centre systems by developing customer interaction and voice response

systems,

To provide input into development of systems to support an efficient and effective operation.

Change Management and Project Implementation:

Conducts research on best practice, new trends and advancements in Contact Centre management relevant for section.

Conduct benchmarking on operations similar to one own section, with other similar size

Contact centres.

Leads managers on their personal transformation and improvement plans to close service delivery gaps.

Implements a customer feedback system to ensure continuous service improvement.

Coaches and mentors managers to navigate change and transition and monitors progress on key transformation metrics (as they apply to the section and staff concerned).

Sustains the change through leading by example: modelling new behaviours, driving benefits realisation and holding people accountable.

Job Requirements Required Knowledge and Skills:

Customer focus

Strong knowledge and understanding of direct sales systems and processes

Strong knowledge and understanding of direct sales performance Indicators, sales targets and associated logic

Excellent writing and presentation skills

Excellent interpersonal skills

Results driven with a focus on sales, quality and customer service;

Monitoring and decision-making;

Action oriented;

Planning, prioritising, organising and resource management;

Motivating and developing and performance management

Required Education, Qualifications and Experience:

10+ years Contact Centre experience or blended Contact Centre experience in a Direct Sales, Outbound and customer service environment

Tertiary Education advantageous

Minimum of 5 years of having managed contact centre managers and team leaders or in a management capacity.

Knowledge of Contact Centre technology and best practice methodologies

Advanced knowledge of Microsoft office Suite (Word, Excel, Outlook)

Ability to work shifts and may thus be required to be available over weekends when applicable