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  • Posted: Jul 10, 2020
    Deadline: Not specified
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    OneCart is South Africa's premier on-demand smart technology platform that connects multiple retailers to the consumer on one platform. The retailers displayed are based on the consumers geographical location, and the platform allows customers to shop for household items such as groceries and fast moving consumer goods, from multiple national retailer...
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    Contact Center Operations Manager

    Role Function

    The Contact Center Operations Manager is responsible for the overall direction, coordination, quality and productivity of the Customer Service (CS) team. This position requires a candidate who has the ability to drive process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.

    Responsibilities

    • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
    • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
    • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
    • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
    • Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
    • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
    • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

    Qualifications

    • BCom/BA degree in a related field
    • 3-5 years customer contact center channel operations experience
    • 5-7 years Managerial experience
    • Experience with chat, SMS, social, Inside Sales & Service/NPP, Patient CRM programs and/or other channels ideal
    • Experience and demonstrated success in customer contact center operations, including inbound and outbound contact centers (as well as associated processes, script development, and training for each)
    • Proficient in using contact center systems, case management, content management systems
    • Proficient in performance management and resource allocation based on metrics
    • Strong project management skills
    • Experience developing and managing brand / telemarketing program budgets
    • Proven track record of collaborating with other teams and delivering results on budget / on schedule/on strategy

    Method of Application

    Interested and qualified? Go to OneCart on www.linkedin.com to apply

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