|Location||Benoni, Gauteng, South Africa|
To manage the day-to-day contact centre management in respect of: staff management, training, quality assessments, service levels met and exceeded, case management and case resolution within the required service level agreements. To effectively lead and motivate the team to ensure performance targets are achieved in line with Affinity values and culture.
|Industries||Call Centre & Helpdesk,Sales|
2)Key Role Outputs
a)Ensure a consistent, detailed understanding amongst all team members of the operational demands, products, business rules and conditions.
b)To organise, maintain day to day duties prior to the start of the shift, Daily Tasking in accordance to the headcount and skillsets available, considering annual leave, sickness and absence.
c)Coach and discipline the staff with the feedback provided by the audit team regardless if good or bad. Any irregularities and problems are dealt with immediately.
d)To create and implement individual and team training programmes / processes through both one on ones, team and on the job training.
e)Responsible to ensure the team data entry accuracy for all orders and management of orders & collections of welcome packs.
f)Ensure that treating customers fairly (TCF) ruling is understood and adhered by the team.
g)Ensure that risk is managed and ensure that no misrepresentation of the product is allowed.
h)Develop work routines in line with operational plans/ schedules to manage achievement of service delivery goals.
i)Maintain staff morale by; Keeping private discourse of staff & management confidential always, delegating work fairly, recognizing & praising good work, listening to staff concerns and taking action where required and being positive about the team’s challenges.
j)Professionally deal with all stakeholders and service providers to ensure the smooth running of the department.
k)Responsible to compile and submit weekly and monthly reporting as per the SLA.
l)Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
m)Track and resolve operational and performance variations.
n)Continually assess the technical competence of the team and take steps to develop their knowledge and skills.
o)Accountable for satisfying customer demand (On time & In Full) by identifying issues and then providing solutions for control and efficiency of service.
p)Take accountability for the management of business related risks within own area.
q)Operate within agreed mandates as documented in the business rules.
r)Ensuring self and team adherence to organizational best practice and legislative requirements
s)To work in a team based environment where all managers/employees work together for the good of the business.
b)Minimum 2 years’ contact/call centre experience as a supervisor.
a)Call Centre Management qualification (NQF 4)
a)Experience within a Call Centre environment.
b)Management experience of no less than 12 Employees.
c)Generate reports on performance of the department.
5)Knowledge and Skills
a)Exceptional management skills.
b)Assertiveness combined with good judgment.
c)Good telephone and written communications skills.
d)Analytical ability and problem-solving skills.
e)Possess cultural and legislative awareness.
f)Demonstrate sound work ethics.
g)Ability to multitask.
h)Must be prepared to deal with stressful situations and can handle pressure.
a)Customer focused, and solutions driven.
b)Strong focus on attention to detail and accuracy.
c)Ability to adjust style to situations and personnel.
d)Aptitude for problem solving and decision making.
e)A desire to improve team performance.
f)A “can do and will do” attitude.
g)Able to deliver results.
h)A desire to uphold departmental policies in line with agreed trigger points.
i)A desire to challenge and demand excellence in customer service.
k)Adaptable to constant change.
|Job Closing Date||04/01/2019|