Customer Managment (HOD)
Customer Managment (HOD)
The overall purpose of the position is to effectively and efficiently manage the Contact Centre, taking full accountability for service delivery to both internal and external clients while ensuring that targets are met and exceeded as required by the contact center SLA’s or by the business from time to time. Contact Centre functions include general first level call center, account services (terminations, complaints, queries, social media, client communications and reporting), outbound customer care (due diligence, surveys and reinstatements), second level technical (scheduling, complaints, downloading and web chat), outbound sales (moving cancellations, lead management [from all channels], scheduling, recon and maintenance sales), training and other general contact center functions. This list in non-exhaustive and may be added to or removed from over time. Critical performance metrics for the incumbent are: net attrition (on savable terminations), saves as % of savable termination request, reinstatements as a % of bad debt terminations, recon leads to appointment ratio, internal recon sales as a % of transferred opportunities, maintenance sales, first call resolution and abandonment rate In addition to ensuring consistent and appropriate service delivery, the incumbent is responsible for the management of all staff within the contact center, which includes all HR requirements, training and development, staff morale and any other people related requirements. As a core member of the national management team, the incumbent will be required to actively participate in the strategic development and growth of the contact center and at the same time ensure that the approved strategic direction of the contact center is implemented timeously.
- Tasks
- Complete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become available
- People management, including all HR related issues as well as staff development
- Identify training and development needs among staff and coach accordingly
- Work closely with the staff members to identify and solve queries
- Drive QA process within environment as a key performance standard and tool to aid in the development of staff
- Ensure EHS standards are adhered to
- Drive zero harm into areas of responsibility
- Actively manage day to day service delivery ensuring that both internal and external customers are satisfied
- Drive targets as set, including: attrition (by region), complaint resolution cycle times, first call resolution, re-instatements and surveys (JHB centre only) lead to appointment ratios, internal lead conversions on outbound sales, contact centre answer rates, abandonment rates, staffing levels and other metrics that may be agreed on from time to time
- Set and manage customer retention strategies
- Implement processes and systems to manage and drive down complaints / queries and terminations across all business functions and units
- Action any specific items related to contact centre
- Assist other functions within the contact centre to meet and or exceed SLA objectives
- Hold Regional Management teams accountable for delivery on SLA terms
- Conduct periodic reviews with Regional MD’s to ensure internal customer satisfaction and to highlight concerns that need addressing
- Proactively establish and maintain effective working team relationships with all support departments
- Be Six Sigma Green Belt certified within 1 year of training
- Ensure management team achieves Green Belt certification within 18 months of training
- Actively pursue continuous improvement within contact centre that will aid in delivering efficiencies to the business
- Ensure continuous improvement processes apply incorporate regional process that enhance the overall process (end to end)
- Ensure that both Contact Centres function exactly the same – a change in one location is a change in the other location
- Support and drive any continuous improvement initiatives within the Contact Centre environment
- Drive business case development and accuracy across all key projects.
- Manage capital and operational expenses within project scope.
- Ensure all Contact Centre systems are functioning optimally
- Actively engage relevant parties to ensure that systems are maintained
- Ensure disaster recovery processes are updated and ensure Contact Center readiness for disaster recovery
- Actively partake in the creation of annual budgets
- Ensure budgets are achieved and costs are maintained
- Submit accurate forecasts timeously
- Construct and deliver weekly, monthly, quarterly and annual reports (standard and ad-hoc)
- Report to regions information that is necessary for them to properly assess the health of the contact centres and the employees
- Utilise call centre tools at hand to construct meaningful analysis of needs for the contact centres that will aid in ensuring the delivery of service to internal and external customers
- Competencies
- Professional
- Outgoing
- Customer focused
- Driven for results
- Long term career seeker
- Strategic thinking
- Time Management
- Strategic agility
- Business Acumen
- Problem solving
- Qualifications
- Grade 12 or equivalent
- Tertiary qualification
- Call Centre management experience (5 years)
- Customer Service experience
- People Management experience
- Continuous Improvement experience beneficial
- Valid Drivers Licence
- Computer literate (MS Office, Listener, Outlook, Internet)
- Remuneration
- R480,000.00* P/A (Negotiable)
- *Plus: Benefits