Contact Centre Manager: Ecommerce & Social Media at Truworths

Contact Centre Manager: Ecommerce & Social Media

An exciting new vacancy exists in the Credit Services Division of Truworths LTD for a dynamic and experienced Contact Centre Operations Manager to take ownership of the Ecommerce and Social Media Contact Centre teams. The incumbent need to have a strong focus on performance, achieving targets and ensuring the efficiency of operations to drive sustainable development and long-term success.

The ideal candidate must have operational and staff management experience in a Ecommerce and Social Media contact centre environment and needs to be well-versed in all business matters. They will be a competent leader able to provide guidance that enhances performance in a manner, which incorporates the company’s vision and culture.

Duties and Responsibilities:

• Manage the day-to-day running of the area that consists of plus minus 40 staff.
• The creation, interpretation and action on a daily/weekly/monthly basis of dashboard information.
• Review department performance and provide a holistic monthly report
• Determine contact centre operational strategies through needs assessments, performance reviews, capacity planning and cost/benefit analysis
• Develop goals and objectives and assist the business in reaching goals and objectives related to brand image, servicing, sales, processes, productivity and profitability
• Ensure that the department has the adequate and suitable resources to complete its activities i.e. hire, train, evaluate, develop and retain employees
• Ensure agents have the resources to complete their work, i.e. systems and processes
• Organize and coordinate operations in ways that ensure maximum productivity and customer satisfaction
• Manage teams and provide feedback and counsel to improve efficiency and effectiveness
• Ensure the business complies with company policies as well as regulatory requirements
• Pilot and participate change initiatives.
• Implement activities aligned with the business objectives to facilitate change.
• Strategic planning around performance forecasting, staff retention and budgeting.
• Provide a clear vision by ensuring that strategic objectives are clearly communicated.
• Manage the business unit/department within budgetary guidelines, controlling expenditure and direct costs and reporting on any variances.
• Maintain relationships with customers, partners, vendors and suppliers
• Maintain relationships with other departments such as marketing and store operations on aspects such as:

1. Ability to quickly manage customers online registration experience
2. Assist with the customers’ orders process via a thorough understanding of the relevant systems
3. Technical knowledge of both the website and systems that are needed to troubleshoot and pick up trends
4. Engage with external service providers  to manage customer experience and any delivery queries
5. Manage ecommerce queries before they escalate to social media
6. Manage exception reports, delivery and technical reports
7. Assist with Voice of The Customer Trends
8. Give input into Business processes and Enhancements

• Fully participate and provide input in broader operations meetings and associated projects or actions, working closely with individuals involved in these forums, in order to improve and enhance customer focus throughout the business.

Competencies Required: 

• Communication is key, multiple local languages would be ideal
• Ability to mentor teams and onboard new staff members
• Knowledge of ecommerce systems, content management systems, customer service software, and best practices
• Sales goal driven with a strong understanding of business drivers that will impact sales
• Good problem solving and analytical skills
• Be proactive in identifying, resolving and communicating challenges
• Ability to work at a detailed level while maintaining an overall project perspective
• Good organizational and time management skills
• Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously
• Ability to manage difficult customers
• Well-developed interpersonal and communication skills