Job description

Main purpose of the role
As the manager of a contact centre you’ll be responsible for the daily running and management of the centre, by implementing a collection of processes that the organization will use to track, oversee and optimize all customer interactions by collaboratively working other customer facing business units to effectively manage high-quality interactions on the customer engagement journey through all delivery channels in the business. You will be required to enable your teams by equipping them with the tools, guidance, and support to improve the experiences customers encounter through the call centre.

Key areas of responsibility

Customer experience strategy development

• Responsible for creating the vision and mission that will be aligned to the organisational strategy. In addition, will inform our plans, and the measurement thereof, to align the sales force to the vision of the organization by focusing on identifying and developing the correct systems, processes, policies, procedures and resources required to implement and sustain our purpose.

Service level management

• Responsible for training, coaching, and leading call centre team as they provide support for our customers. Done by assisting our customers make cost effective and correct use of our products and includes assistance in planning, use of, training, troubleshooting, maintenance and upgrading of our product range in a manner that keeps them coming back for more.
• Assist in solving customer related queries/faults which may arise and escalate if necessary. Keep the communication line open with customers by following up with customers to gauge their satisfaction levels with our problem resolution. Applies technical aptitude and systems knowledge by systematically working through tickets and bugs logged within the call centre to solve customer queries and if warranted, implement corrective actions.

Performance analysis and continuous improvement

• Uses strategic thinking, planning and organisational skills to design a business case that aligns to the organizational operating model.
• Sets the unit up for success by formulating department policy, procedures and systems that will enable efficiency, productivity and revolutionize the customer experience journey. Researches and implements methods that identify opportunity to continually streamline workflow optimization.
• Ability to work with rich and recorded information and the skill to simultaneously apply statistics, computer programming and operations research to quantify performance.

Reporting

• Provide the organisation with reporting insights into statistical analysis, as well as playing an advisory role in experimental design or ad hoc data queries.
• Conducts quantitative and qualitative analyses of customer feedback using leading practice research and analytics methodologies.
• Applies broad knowledge of leading practices, business challenges, and consumer business models to identify trends, competitive advantages, pain points and risks—not just historically, but proactively where possible—to create perspective in the area of customer experience and to help drive loyalty and retention.
• Develop and produce concise reports with insights and recommends actions. Monitors and reports on implementation, raising issues to other leaders for quick and effective resolution. Evaluates outcomes and results after implementation, and reports on them within the organisation.

Working conditions

• Extended working hours were applicable
• Works remotely

An inspiring culture and organisation to be a part of
At Private Property, our values define our culture. These values form the core of who we are as people and inform how we operate our business.

Our culture is built on the following values: Service. Collaboration. Innovation. Agility. Grit.

These values give us purpose and direction as we strive to achieve great things together.

Our teams
We invest in our people and help them to grow with us. We are proud of the calibre of our people and are successful because of them. We recognise and reward success and look for people who share our passion for innovation and excellence.

What you need to succeed

Qualifications and experience

• Minimum Bcom in Business Management/Administration, Marketing Management or closely related field
• Minimum five years working experience in a, inbound call centre (contact centre) environment
• Strong understanding and demonstrated experience in sophisticated customer data analysis, surveying, and research techniques
• Demonstrated experience with leading a medium to large teams in a fast-paced customer-focused environment

Posted on 26 Nov 07:34