Customer Services Call Centre Manager

Main purpose

Managing the Customer Services Contact Centre by ensuring that it has the required people, processes and technologies to consistently deliver against customer and business expectations.

Key Responsibilities:

• Managing the daily running of the call centre, including effective execution of the resource plan
• Applying call centre strategies to optimise resources to achieve departmental goals
• Setting/meeting performance targets
• Ensuring all relevant communications and are updated and recorded
• Liaising with Team leaders and consultants to gather information and resolve customer issues
• Monitoring random calls to improve quality, minimise errors and track operative performance
• Coordinating staff recruitment requests and requirements to ensure the department is appropriately resourced
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics of performance levels of the centre and preparing reports on these statistics and performance levels
• Building and maintaining relationships with internal and external stakeholders to support operational objectives
• Operating within budget and ensuring expense targets are met
• Managing complex customer/ partner complaints or enquiries
• Focus on continuous improvement of processes, tasks and policies
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Providing leadership which is inspiring, supportive and motivates employees to achieve goals consistently
• Coaching and mentoring the team in line with the RCS values to ensure optimal performance, engagement, retention and succession
• Ensuring that monthly operational risks and control testing is completed as per agreed risk maps

Key Competencies:

• Strong leader with good coaching and learning facilitation skills
• Strong customer and partner relationship skills
• Ability to inspire and ignite optimistic, positive energy
• Ability to collaborate, integrate and facilitate teamwork
• Self-monitoring, personal management and self-discipline
• Patience, endurance and tenacity
• Strong interpersonal and organisational skills
• Demonstrated decision making skills in a fast-moving, team-orientated environment

Qualifications, Skills and Experience:

• Minimum 5 years experience in a leadership role within a Customer Service Contact Centre(Inbound, Outbound/Admin & Outsourced services) - essential
• Degree/Diploma in Commerce/Credit Management - advantageous
• Proven track record in achieving the Contact Centre KPI's (measurements that contact centre uses to determine the success of the operation)
• Experience in preparing and intepreting monthly report and present trends - essential
• Financial Services / or Retail Credit experience with knowledge of applicable legislation advantageous

Applications are only valid for this position. Please note that preference will be given to suitably qualified applicants in line with the RCS Employment Equity Plan. People with disabilities are encouraged to apply.

Primary Location

ZA-WC-Cape Town

Job Type

Standard / Permanent

Job

CUSTOMER RELATIONSHIP MANAGEMENT

Schedule

Full-time