Office & Call Centre Manager (Ref.OCCM15052019) - Randburg Verfied

Salary Negotiable Randburg, Gauteng Randburg, Gauteng more than 14 days ago 16-05-2019 6:37:32 AM
22-05-2019 6:19:23 AM
MAIN JOB PURPOSE
The Office and Call Centre Manager is responsible for organising and coordinating office operations and procedures to ensure organisational effectiveness and efficiency.
• The Office and Call Centre manager manages a wide variety of administrative and clerical tasks, and is also responsible for maintaining office and call centre IT systems as well as management of the Business Development Call Centre
• He/ She supports the Group- General Manager for Business Development by carrying out common office duties. Maintains a positive and friendly company image by acting as the first line of contact to visitors, customers/clients, and vendors in person, online, and via telephone.
• In collaboration with the Group GM Business Development the Office and Call Centre Manager demonstrates appropriate competitive behaviour, integrity, ethical conduct that represents the values, culture and Signa brand in all stakeholder engagements.

QUALIFICATIONS & EXPERIENCE
• Minimum Grade 12 / Matric (or equivalent)
• Marketing /Sales certificate/Diploma
• At least 2 years of experience Office administration services
• At least 5 years in a Call Centre environment
• At least 3 years in a Call centre management level
• At least 2 years project management experience
• At least 6 months year in Transformation/BBBEE industry
• Experience working with a diverse, multicultural population considered an asset
• Fluent in English, verbal and written
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics/call centre metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call centre equipment/software programs
• Experience with CRM will be an added advantage
• Experience in call centre skills coaching
• Track record in effective communication and interpersonal skills

DUITES & RESPONSIBILITIES
The day-to-day activities of the Office and Call Centre Managers are diverse and varied.
Typical duties involve:
Administration and Compliance
• Manage and coordinate office operations
• Maintain office services by organizing office operations and procedures; controlling correspondence; designing filing systems; assigning and monitoring clerical functions.
• Respond to telephone, email, walk-in and website contact form inquiries from existing clients, employees and interns/learners, prospective clients, management, vendors and other constituents
• Create and maintain a pleasant work environment, ensuring high levels of organizational effectiveness, communication and safety.
• Maintain office efficiency by planning and implementing office systems and layouts
• Implement office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments.
• Maintain resident and other office files while practicing company-wide file retention policies
• Assist management and other staff to ensure compliance with applicable policies, and legislation inclusive of POPI, Laws governing competitive behaviour, Labour law, Safety etc
• Complete operational requirements by scheduling and assigning employees; following up on work results.
• Keep management informed by reviewing and analysing special reports; summarizing information; identifying trends.
• Handle standard financial transactions for the office, such as ensuring payroll inputs, payment of suppliers’ invoices, client billing and related documentation payments and deposits,
• Handle client queries, complaints or channel as required, maintenance requests and other concerns according to client-specific and company procedures
• Prepare reports for different departments or upper management
• Contributes to team effort by accomplishing related results as needed.
• Perform other duties as may be assigned
Client Relationship Management (CRM)
• Implementation of CRM Project in conjunction with Novacom
• Working closely with all departments to ensure that the CRM platform structure and architecture works effectively and seamlessly across the organisation and captures all required information at key points in the customer life cycle.
• Overseeing direct communications with customers through the CRM.
• Ensuring the CRM is segmented effectively for targeted sales activities.
• Assisting with the development of testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Coordinate and ensure all reporting requirements are fulfilled as specified through the CRM
• Ensure all data is accurate in CRM inclusive of client, account contacts etc
• In conjunction with IT ensure that CRM access rights are accurate, current and free of risk
• Collaborate across the group to ensure client and any other stakeholder personal information is handled /used and distributed in accordance to relevant legal frameworks (including POPIA
Sales Call Centre Management
Recommend winning Call Centre operational strategy 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 productivity, quality, and customer-service standards;
• contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by:
• developing customer interaction and voice response systems, and voice networks;
• designing user interfaces;
• collaborate with IT/vendors towards the development and executing of user acceptance test plans;
• planning and controlling implementations.
Meets call center financial objectives by:
• estimating requirements;
• preparing an annual budget;
• scheduling expenditures;
• analysing variances and initiating corrective actions.
Maintains and improves call center operations by:
• Developing objectives for the call centre’s day-to-day activities
• 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; installing upgrades.
Accomplishes call center human resource objectives by:
• Recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees;
• Maintain an effective flow of call centre staff by selecting, orienting, and training
• administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;
• Ensure that everyone is treated with respect and dignity to motivate these individuals
• planning and reviewing remuneration and team structures;
• enforcing policies and procedures in collaboration with Signa specialists
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
Prepares call center performance reports by:
• Collecting, analysing, and summarizing statistics/ data and trend (sales rates, costs, customer service metrics etc.)
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Monitor and improve telephone handling and other procedures in the call centre
Maintains professional and technical knowledge by:
• Tracking emerging trends in call center operations management;
• attending educational workshops;
• reviewing professional publications; establishing personal networks;
• benchmarking state-of-the-art practices;
• participating in professional societies.
Sales Coordination
• Coordinate Signa Sales back-office activities and ensure they are carried out in accordance to agreed policies and protocols
• Prepare sales records and reports on information from the CRM system.
• Communicate leads and or prospects ensuring accurate and timeous correspondence
• Collaborate across the group on recording all activities relevant to building a Group view of sales pipeline
Ensure the Sales pipeline is healthy, accurate up to date/current

COMPETENCIES & SKILLS
• Creative talents and the ability to solve tough problems
• Knowledge of the industry and its current events
• The ability to handle pressure and meet deadlines
• Attention to detail
• Excellent time management and organisation
• Excellent communication skills, both written and oral
• High level of computer literacy/Microsoft, including word, excel spreadsheets, presentations, databases and the Internet Google mail and Microsoft outlook
• Highly numerate with strong ability in financial analysis, forecasting, project costing, and preparing and monitoring budgets
• Excellent planning, organisational and administrative skills
• Excellent people management skills with a track record on team collaborative management
• Ability to establish and maintain effective relationships with people at all levels in a wide range of organisations
• Sound financial management skills
• Client Relationships/ Customer focused
• Independent worker and ability to monitor and manage potential conflicts of interest and maintain ethical standards
• Positive and patient
• Leadership skills
• People Management
• Service orientation/ customer responsiveness
• Teamwork/ collaboration
• Managing Processes
• Present a professional image in conduct, attitude and attire.
• Demonstrates the highest degree of professional ethics, honesty and integrity
• Ability to embrace and embody Signa’s values
• Ability to work independently as well as collaboratively in a positive team environment
• Professional approach in all situations
• Ability to take initiative, problem solve, and make decisions within job scope
• Schedule management skills
• Strong track record of customer service and effective people skills
• Good understanding of processes, policies and procedures

Start Date: 01.06.2019
Closing Date: 21.05.2019

The company reserves the right to add, modify or remove this position at its sole discretion

Correspondence will only be conducted with short listed candidates. Should you not hear from us 14 days after the closing date, please consider your application unsuccessful.

Recruiter: Signa Group