Internet Access Manager at Webafrica

Job Description

People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate NPS standard
• Measures and manages the team to ensure all performance standards are met:
• Customer satisfaction
• Sales
• Productivity
• Ensure that all HR policies and procedures are observed
• Actively manage the team’s overtime, attendance, timekeeping, holidays, sickness and any other absence
• Ensure the team is organised effectively to maximize productivity

Communication and Feedback

• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required
• Communicates information in a timely, accurate and understood manner to all team members

Reporting and Administration

• Track and accurately update the performance for Agents
• Compiling and sending reports as required by the business for relevant updates
• Track and report on root cause of customer dissatisfaction and provide recommendations

Customer Satisfaction

• Drive the focus on improving NPS on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the department’s requirements
• Be fully knowledgeable of company operations, products and services to ensure the team is providing the customer the best possible solutions and advice
• Drive process improvement throughout the business with both internal & external customers

Behavioural Competencies

• Customer service orientated
• Ability to work independently and in a team
• Analytical thinking
• Great planning and prioritisation skills
• Ability to thrive in high pressure, fast paced and deadline driven environment
• Innovative and proactive

Requirements

• Grade 12 and / or relevant qualification
• 2+ years management experience in a call center
• Team management experience (i.e. IR; leave; shifts etc. management)
• Coaching experience
• Thorough knowledge of call center operations and technology
• Reporting
• A thorough understanding of NPS and its implementation
• Excellent verbal and written communication skills (English)
• ISP experience
• MS Excel - intermediate

Benefits

• Our benefits are second to none - the icing on the Webafrica culture cake:
• We provide you with the most important meal of the day - and a little more
• Staff breakfast– cereal / toast; coffee as much as you want
• R500 Food allowance (part of cash component) for lunch provision
• We look after your well being and encourage a healthy lifestyle
• We pay 100% of your medical aid (Discovery& Vitality) – so no deduction unless you want to add a beneficiary
• We cant have our staff (working for an ISP) not connected to the internet
• We also give you free internet - ADSL to the value of R875.00 or Fibre
• We think of your future
• Retirement Annuity - up to 5% co contribution in your first year; 7.5% thereafter
• THE CHERRY ON TOP!!!
• Webafrica rewards performance!
• Quarterly paid-out bonuses of up to 15% of your basic annual salary (per year) so long as company targets are met.
• Quarterly individual performance recognition awards
• Even bigger Annual individual awards for the Webafricans that outshine the rest
• Team buildings are a bid deal as well as other cultural activities which happen regularly.