Job Description

To manage, monitor, coordinate and control the quality of a customer care call centre team's work, in line with the customer care related activities and processes, in order to deliver on approved operational plans and contributing to client satisfaction and effective service delivery.

Position Overview

PROCESS

• Contribute to the development of the appropriate strategy and set targets within area of accountability.
• Contribute and assist with defining standard operating procedures (SOPs).
• Sustain and improve the call center operations by monitoring performance; identifying and resolving problems within specified lead time and preparing and completing action plans for process improvements.
• Manage operational risk and risk mitigation (Loan vehicles and Goodwill decisions).
• Manage and report on loan vehicle fleet across the brands.
• Monitor and report on progress against operational plans.
• Manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities.
• Prepare contact centre performance reports by collecting, analysing, and summarising data and trends.
• Resolve problems by applying the necessary discretion and guidelines

FINANCE

• Manage financial activities in line with approved policies and procedures.
• Monitor and report on budget variances and provide solutions.
• Monitor daily work activities within the team environment in order to prevent financial losses.

CLIENT

• Build sustainable relationships and deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business
• Address any customer queries and make relevant decisions to ensure customer satisfaction.
• Manage and monitor processes to ensure customer service excellence.
• Coordinate team activities to meet and exceed customer expectations.
• Ensure customer satisfaction with regard to the quality of operational support provided by a team being management.

PEOPLE

• Coordinate and participate in learning interventions to establish a learning and growth culture within the team.
• Implement soft skills training to ensure employees are competent in their work.
• Own and live up to company values.
• Promote an engaging, enabling and productive work climate aligned to the employee value proposition.
• Act as change agent and provide support to the team throughout the implementation of identified change initiatives.

Specific Role Responsibilities

PROCESS

• Contribute to the development of the appropriate strategy and set targets within area of accountability.
• Contribute and assist with defining standard operating procedures (SOPs).
• Sustain and improve the call center operations by monitoring performance; identifying and resolving problems within specified lead time and preparing and completing action plans for process improvements.
• Manage operational risk and risk mitigation (Loan vehicles and Goodwill decisions).
• Manage and report on loan vehicle fleet across the brands.
• Monitor and report on progress against operational plans.
• Manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities.
• Prepare contact centre performance reports by collecting, analysing, and summarising data and trends.
• Resolve problems by applying the necessary discretion and guidelines

FINANCE

• Manage financial activities in line with approved policies and procedures.
• Monitor and report on budget variances and provide solutions.
• Monitor daily work activities within the team environment in order to prevent financial losses.

CLIENT

• Build sustainable relationships and deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business
• Address any customer queries and make relevant decisions to ensure customer satisfaction.
• Manage and monitor processes to ensure customer service excellence.
• Coordinate team activities to meet and exceed customer expectations.
• Ensure customer satisfaction with regard to the quality of operational support provided by a team being management.

PEOPLE

• Coordinate and participate in learning interventions to establish a learning and growth culture within the team.
• Implement soft skills training to ensure employees are competent in their work.
• Own and live up to company values.
• Promote an engaging, enabling and productive work climate aligned to the employee value proposition.
• Act as change agent and provide support to the team throughout the implementation o

Qualifications and Experience

Matric Revelent Degree/Dimploma 2- 3 years working experience in the automotive industry 3+ years working experience in the same/similar role with proven track record

Skills and Personal Attributes

Team player Business Acumen Client focus