Job Description
The Contact Centre Manager is responsible for the daily running and management of the centres through the effective use of resources and telephony, for meeting and setting customer service targets as well as planning areas of improvement or development.
The Contact Centre Manager must ensure that calls, online logs and mails are answered by staff within agreed time scales and in an appropriate manner.
The primary function of this position is not Travel Operations but efficient Contact Centre management.
• Coaching, inspiring, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Ensure optimal levels of employee satisfaction and support by placing, developing and retaining the right people in the right positions
• Ensure maximum adoption of new processes and new technology.
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Managing the daily running of the contact centres
• Monitoring random calls to improve quality, minimise errors and track operative performance
• Achieve efficiencies through standardised, processes and systems management
• Ensure exceptional response times, follow up, complaint handling
• Manage client complaints and failures optimally to ensure client retention and satisfaction. Ensure that all client needs are identified and consistently delivered upon
• Achieve agreed financial ratios and targets forecasting and analysing data against budget figures on a weekly and/or monthly basis
Availability
1 months notice, 1 May 2013
Salary
R400k
Required Qualifications
Qualification:
• A minimum of 2 years Call Centre Management experience
• Willingness to work overtime and be onsite during daytime contact center hours (07h30 – 17h30)
Location
Gauteng
Braamfontein
General Details
Ref nr 04/OP-12
Application details
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