Job Description

Job purpose

Management of the company's Enterprise/Recharger call centre and related processes and procedures Ensuring that staff are motivated and trained on all implementations and developments Ensuring that the Service Level agreements, externally with providers and internally between the different divisions are met To keep up to date with current Call Centre trends, implementing controls and improve actions when and where appropriate with the call centre

Key responsibilities

Managing the daily running of the call centre Manage the performance of all call centre staff to ensure that departmental and company goals are met by well trained and motivated employees Ensure that excellent customer service is provided by monitoring calls and queries to ensure that they are resolved within the agreed Service Level agreements and to ensure that satisfactory and high-quality feedback is provided, identify and drive customer incidents immediately Analyse stats and daily controls, improving where necessary Set up and maintain efficient logging criteria to track progress, for continuous improvement, identification for daily, weekly, monthly reporting To continuously review and improve the call centre processes and procedures within the call centre and implement the necessary effective controls Following up with staff that certain responsibilities have been done Sorting out staff's leave and sick leave requests Working out overtime and standby to be paid to staff monthly Human Resource Management, including recruitment and disciplinary procedures Maintaining a healthy working relationship with all service providers Maintaining the service level agreements according to each client's expectation Following up and providing feedback on any complaints received by clients or service providers Monitoring random calls to improve quality, minimise errors and track call centre agent's performance Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues Reward and Recognition of Staff Maintaining the passwords required by developers to log onto servers Managing impact and change control process Ordering of refreshments for the office monthly Sending out daily reports to the Executive Head of Operations Sending out monthly reports to the Executive Head of Operations Communicate and roll down vision, strategy and objectives of the company and ensure delivery Managing and monitoring IT against successful delivery of the call centre objectives

Key performance measure

Manage the performance of all call centre staff to ensure that departmental and company goals are met by well trained and motivated staff

Qualifications

Degree Call centre management course advantageous

Experience

5-years proven track record in call centre management

Key competencies/skills/ attributes required

Ability to tackle a problem logically and methodically and coach a team Ability to motivate a team Develop and coach a team with diverse needs Good verbal and written communication skills A high level of client service orientation Problem solving skills A hands on management style rather than remote style i.e. must be willing to help team members in order to achieve results Be self-driven, good communicator, strong interpersonal skills, logical thinker, assertive in nature * Drive a team to be the best