Description:
JOB PURPOSE
Responsible for the day to day operational management of our Inbound Sales & Service Contact Centre. Managing and coaching multi-skilled Contact Centre teams via the Sales & Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.
ACCOUNTABILTIES & DELIVERABLES
Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetite Manage and support the delivery of the Contact Centre’s operational service strategy Lead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey Provide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential Effectively manage and develop the performance, talent and future capability of all direct reports and wider team Accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite Operate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends Drive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures Work with the Business to deliver new products, changes or initiatives impacting Customer Service Ensure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training Designing and delivering reward and incentive schemes aligned to fair customer outcomes Ownership of first line operational risks and controls Develop strong working relationships with key internal and external stakeholders, to achieve business objectives
PERSON SPECIFICIATION
Proven leader and relationship manager across teams and in a matrix management organisation Detailed understanding and experience of Contact Centre Management Strong relationship & stakeholder management skills at a Senior Manager and Executive level Project management skills in complex multi-functional projects Strong influencing, negotiating & networking skills Excellent management and interpersonal skills Ability to think strategically but translate this into deliverable plans which ...
23 Feb 2022;
from:
gumtree.co.za