Customer Service Center Manager

1. Effective management & coordination of operations of NCC in compliance with Standard Operating Procedures

• Allocation and distribution of controller rosters
• Efficient administration of control room records and reports
• Daily, weekly and monthly reports to be submitted timeously
• Develop objectives for the call centre’s day-to-day activities
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
• Develop customer service KPI for the business
• Conduct mystery shopping and NPA activities
• Develop and maintain customer service processes

2. Effective management of the divisional financial performance

• Maintaining optimal staffing occupancy rate
• Overtime Management
• Drive the team KPI’s as a way of cost management
• Assume responsibility of budgeting and tracking expenses

3. Effective staff management and development

• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Provide training to personnel to maintain high customer service standards
• All team members have clearly defined job profile s aligned to manager profile

• Regular goal review completed to assess achievement of results
• Support, coaching and mentoring is continuously provided to ensure that objectives are met
• Completed development plans for each employee
• Employment equity plan targets measured
• Appropriate allocation of resources to meet operational demands
• Ensure that events/activities taking place in team are effectively communicated within team and to other teams requiring the information
• Ensure adequate succession plan to meet ongoing and anticipated business requirements

4. Implementation and integration of the HSSEC strategy and culture within the business unit

• Instill a culture of health and safety awareness and commitment to zero harm across the division
• Embed health and safety awareness and responsible behaviour across divisional team
• Monitor and reduce the number of health and safety incidents
• Oversee investigations into health and safety related incidents to address non-compliance and to reinforce awareness

• Relevant Bachelor’s Degree (BA Com, Degree in Business Administration)
• 5 years’ experience in a customer service environment or call centre manager
• Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus
• A valid 2 year driver’s license is essential
• Excellent customer service and office etiquette