- Roodepoort
- Salary: Market Related
- Job Type: Permanent
- Sectors: Call Centre Technical Internet
- Reference: 2125703
Vacancy Details
Employer: Supersonic FTTX (Pty) Ltd
Mission/ Core purpose of the Job:
To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness. The Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.
Key Duties:
Omnichannel Customer Interaction Management
• Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
• Ensure seamless and consistent customer service across all channels, adapting strategies to meet the unique demands of each interaction platform.
Operational Leadership
• Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
• Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels.
Technical Expertise and Product Ownership
• Serve as a subject matter expert in resolving complex technical queries related to Supersonics’ services.
• Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency.
Customer Experience and Self-Service Advancement
• Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels.
• Promote and develop self-service options to empower customers and reduce dependency on direct call centre engagement.
Cost Management and Efficiency
• Strategise and implement cost-saving and efficiency-improving measures without compromising service quality across all .
• Identify and rectify inefficiencies within Supersonic call centre operations, ensuring a streamlined and cost-effective service model.
People Management and Leadership
• Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability.
• Ensure the supervisory team is well-organised, performance-driven, and adept at handling escalations and complex customer interactions across various communication channels.
Supervisory / Leadership / Managerial Complexity
• Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries across various channels such as voice, chatbot, social media, and WhatsApp.
• Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators such as call volume reduction, first call resolution, Average Wait Time (AWT), Customer Satisfaction (CSAT), and occupancy rates.
• Implement a robust framework for monitoring and enhancing performance across all customer interaction channels, fostering a culture of continuous improvement.
• Cultivate a workplace environment that prioritises professionalism, commitment, and a customer-centric approach, encouraging team members to take ownership of customer experiences.
• Invest in the ongoing development and career progression of team members, identifying and nurturing future leaders within the contact centre, and ensuring a pipeline of talent to sustain operational excellence.
Customer Satisfaction
• Align service delivery to changing market requirements
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Monitor the impact of poor service on customer loyalty and churn and make recommendations
• Initiate change to continually improve all aspects of service delivery excellence particularly related to the high value customer base
• Drive continuous improvement as an important element of service delivery
• Identify trends and patterns pertaining to customer requests and needs and filter this information through to relevant parties to continually improve all aspects of service delivery
Candidate Requirements
Education:
• Minimum of 3-year relevant degree/diploma
• Diploma in Information Technology, Computer Science, Engineering, advantageous
Experience:
• Minimum of 8 years’ experience in managing a call centre
• Must have managed a call centre with over 60 agents.
• Familiarity with software systems, processes and controls used by Süpersonic
• Knowledge of products/services offered by Supersonic and competitors
• Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
• Team Leadership & Development: Decision-making, collaboration, communication, interpersonal understanding and conflict management skills
• Principles of Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting staff requirements
• Analytical Thinking: Problem-solving and reasoning skills
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