Contact Centre Manager - JHB at Blue Label Telecoms

JOB PURPOSE

• To manage our Customer Interaction Centre in digitisation, process optimisation, and migrating customers to self-service channels. Responsible for overseeing B2B and B2B2C contact centre operations, ensuring seamless customer interactions and promoting the adoption of self-service solutions.

RESPONSIBILITIES

Operations Management

• Ensure Customer Interaction Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met
• Ensure all service levels and response time targets are met
• Drive customer-centricity through all work plans, schedules, measures, and training activities
• Manage all functions of Customer Interaction Centre delivery and ensure a continuous alignment with the sales agenda
• Design, deliver and maintain all processes and policies relating to resource scheduling and forecasting
• Plan for the most efficient workload and resource schedule
• Monitor and manage quality input into the database
• Ensure tight alignment with support functions to drive best-in-class Finance, HR, and IT practices

Digitization and Process Optimization:

• Identify opportunities for digitization within the Customer Interaction Centre
• Streamline manual processes to enhance efficiency and reduce response times
• Implement advanced technologies and tools to automate repetitive tasks and improve overall productivity

Self-Service Channel Development:

• Lead the development and implementation of self-service channels such as online portals, chatbots, and mobile apps
• Collaborate with cross-functional teams to design user-friendly interfaces and intuitive self-service options
• Monitor and analyse customer interactions on self-service channels, making continuous improvements based on feedback and data analysis

Customer Migration Strategy:

• Develop and execute a customer migration strategy to transition clients from traditional support channels to self-service options
• Provide training and support to customers during the migration process, ensuring a smooth transition and high customer satisfaction
• Monitor the progress of customer migration initiatives and adjust strategies as needed to achieve targets

Team Leadership:

• Lead and mentor the Customer Interaction Centre team, fostering a positive and collaborative work environment
• Provide guidance and support to team members, ensuring they have the necessary skills and resources to excel in their roles
• Conduct regular performance evaluations and provide constructive feedback to drive continuous improvement

Data Analysis and Reporting:

• Utilize data analytics tools to track key performance indicators (KPIs) related to customer interactions, self-service adoption, and operational efficiency
• Prepare detailed reports and present findings to senior management, highlighting achievements and areas for improvement
• Use data-driven insights to make informed decisions and implement strategies for enhancing customer experiences

Requirements

QUALIFICATION

• Matric
• Bachelor’s degree in Business Management, or related field

EXPERIENCE

• At least 5 years call centre management experience
• Customer Service experience
• Proven experience in contact centre management with a focus on digitization and self-service channel development
• Background in process optimization and automation, preferably in a B2B environment
• Excellent leadership and communication skills, with the ability to inspire and motivate team members
• Proficiency in data analysis and reporting, with a keen eye for detail and accuracy
• Demonstrated ability to collaborate with cross-functional teams and drive initiatives to completion
• Knowledge of customer relationship management (CRM) systems and contact centre technologies
• Flexibility around time and capacity