Manager.Contact Centre Operations at T2 (Formerly 9Mobile)

Job Summary        

Manage the activities of the call centre to ensure the smooth implementation of operational plans and realization of service level targets

Principal Functions        

Tactical

• Keep abreast of global and local best practice as it relates to the call centre operations.
• Assist in continuously reviewing EMTS's call centre processes, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
• Assist in identifying required resources, personnel and funding to achieve the unit's strategy.
• Establish and maintain relationships with key internal and external stakeholders.

Operational

• Plan and manage day-to-day call centre operations in EMTS.
• Develop and ensure appropriate implementation of approved call centre strategies, policies and procedures.
• Provide oversight and guidance in the execution of all call centre operations and activities.
• Analyse identified customer queries/complaints trends and appropriately communicate to relevant departments.
• Ensure adherence to the call centre duty roster.
• Manage cross-functional relationships with interfacing/support departments and units to ensure compliance with quality and service delivery standards.
• Conduct periodic procedural audit of call centre operations to ensure efficient service delivery.
• Design and implement strategies geared towards improving call centre activities (e.g. call segregation to control call volumes and facilitate speedy resolutions of queries).
• Assist in developing and implementing performance measurement and quality control matrices for call centre staff. Ensure timely implementation of all training interventions for call centre executives.
• Ensure a smooth implementation of change initiatives within the call centre.
• Ensure optimal utilisation of CRM systems and tools in EMTS's call centre operations.
• Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
• Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall team objectives.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Contact Centre Operations.
• Perform any other duties as assigned by the Head, Contact Centre Operations.

Educational Requirements        

• First degree or equivalent in a relevant discipline.
• Postgraduate/ professional qualification in a related field will be an added advantage.
• Six (6) to eight (8) years work experience, with at least three (3) years in a supervisory role