Contact Center Manager-Voice

Hollywoodbets has an exciting opportunity available for a Contact Centre Manager-Voice to be based in Umhlanga. The successful candidate will be responsible for the management and daily reporting of the iBranch Contact Centre Voice Portfolio. Responsible for systems and process management, operations management, cost management, resource management, shift management, compliance, efficiency management and service excellence for these teams.

Minimum Requirements:
Matric
Minimum 2 to 3 years Leadership Experience
Customer Service Experience
Call Centre Management Experience

Advantageous:
Diploma/Degree.
Dialer Systems Experience
IVR Experience
Quality Assurance experience within a Call Centre

Responsibilities:
Ensure the accuracy of daily/weekly/monthly reporting statistics
Ensure the accuracy of daily/weekly/monthly reporting statistics
Ensure that resources are trained to effectively and timeously attend to the administration function.
Conduct training needs analysis to highlight training gaps and strategies to rectify
Ensure that departments are optimally staffed to manage costs per seat vs services delivered/turnaround times.
Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.
Ensure the various CRMs/Systems is set up to enhance workflows and implement such systems, efficiencies and reporting capabilities for campaigns.
Develop quality measures to rate quality of service delivered and turnaround times - include appropriate areas that are campaign specific. 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 to 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 relevant Managers and ensure that performance reviews are conducted for the remainder of the team
Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
Review training needs continuously
Ensure that any staff movements (recruitment, transfers, promotions, terminations, etc.) are reported to HR and proper processes are followed
Ensure that resources are trained to effectively deal with account queries, audit queries and account updates.
Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
Ensure that the Hollywood brand and image is promoted through excellent customer service
Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
Implementation of CRM (Customer relationship Management) system to increase reporting capabilities, increase efficiencies and automate the query resolution and escalation process
Implement Digital strategies to enhance the customer experience through better technology and automation
Ensure queries are resolved timeously and at point of call where possible

Other
Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
Work closely with other iBranch functions such as mobile department, Internet and Digital Marketing Department in order to understand the dependencies that exist between departments.
Any other ad hoc duties that might be required

Skills and Competencies:
Must have excellent people management skills.
Must have high attention to detail and excellent quality focus
Managing and prioritizing activities and ensure monitoring of results to accomplish a specific goal.
Excellent Administration skills.
Able to Account for and verify reporting figures /statistics. Review/ analyses reporting statistics and figures to identify trends and make relevant recommendations.
Understands the different betting types.
Demonstrates a good understanding of betting procedures and understands the mobile betting application and functionality.
Understands the internet betting platform (website and functionality)
Excellent Coaching skills

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.