Customer Care Manager (DStv Internet) at MultiChoice

Key Performance Objectives

Tasks

Operations Management

• Drive day-to-day operational performance in accordance with Customer Care objectives.
• Manage service levels and ensure that planned schedules are adhered to.
• Implement operational practices as defined by the Customer Care strategy.
• Assume accountability for successful ongoing daily operational performance.
• Resolve day-to-day operational challenges that could impede on successful delivery of Customer Care objectives.
• Work with Workforce Planning to ensure that adequate advance planning is done so that customer contact demand is met.
• Review operational performance on a daily basis and implement actions to address gaps.
• Work with agility to overcome operational problems that arise in-the-moment.
• Ensure that Team Leaders are fully equipped to manage the day-to-day operation.
• Ensure that relevant MI, Monitoring Systems, and reports are in place and that Team Leaders are utilizing these to manage operational performance.
• Support Team Leaders on shift to manage their teams effectively and to drive efficient and effective operational performance.
• Take overall responsibility of shift management within the operation.
• Provide relevant shift management reports as set out by line manager.
• Ensure that coaching time is planned by Workforce Planning for all Team Leaders.
• Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of Team Leaders as required.

People Management

Leadership

• Serve through inspirational & motivational leadership of Team Leaders & Omni-Channel Relationship Consultants.
• Operationalize the Customer Care strategic plan for the Team Leaders & Omni-Channel Relationship Consultants.
• Coach Team Leaders to enable them to effectively manage their teams.
• Ensure that Team Leaders are coaching their Omni-Channel Relationship Consultants   according to coaching targets.
• Review the effectiveness of Team Leader meetings & coaching sessions with Omni-Channel Relationship Consultants.
• Reward & recognize Team Leaders for their contribution to the success of the division.
• Host quarterly engagements with Omni-Channel Relationship Consultants & Team Leaders to provide business updates and get their input on how to improve the Customer Care operation.
• Own & Resolve escalated people issues within own department.
• Manage misconduct, performance & all ER-related matters of Team Leaders & Omni-Channel Relationship Consultants.
• Ensure that all ER cases are well documented, tracked and progressed timeously.
• Create an environment that fosters teamwork and co-operation.
• Communicate effectively, building and maintaining relationships across all levels.
• Ensure consistent compliance to company policies and procedures.
• Manage Change as required by the change management process.
• Communicate expectations and business updates to Team Leaders on a regular basis.
• Ensure that Team Leaders communicate effectively to Omni-Channel Relationship Consultants according to requirements.

Recruitment & Retention

• Recruit talented & skilled people to support the Customer Care deliverables.
• Select and place candidates in terms of agreed recruitment and selection processes.
• Foster an environment where talented & high performing people are retained.
• Maintain voluntary staff attrition levels to within required standards.
• Identify, manage, and develop talent.

Training and Development

• Ensure that skill & knowledge gaps are regularly assessed.
• Ensure that skill & knowledge gaps are addressed through training & coaching.
• Ensure that training is planned with WFM to prevent service interruption.
• Ensure adequate attendance of planned training.
• Continually up-skill staff through effective mentoring, coaching, and performance improvement practices.
• Create and implement individual personal development plans at all levels of staff.
• Monitor the implementation of training needs as per individual development plans.
• Equip all staff to be able to support all technical requirements of MultiChoice products.
• Equip all staff to have competent customer conversations around DStv content.
• Regularly enable training for the operational team on customer service standards.
• Ensure that Team Leaders are trained and equipped to perform effectively.
• Coach Team Leaders at regular intervals to enable their development as leaders.
• Create & maintain a documented succession plan in all teams and for own role.
• Ensure that people identified in the succession pipeline are trained for future roles.
• Manage the Customer Care Career Progression program as outlined.
• Ensure that people are equipped to move through the Career Progression path.

Performance Management

• Ensure that all HR procedures governing performance management are adhered to.
• Create awareness of how Customer Care strategic objectives link to individual KPIs.
• Ensure that a full understanding of performance requirements is created for all staff.
• Ensure that Omni-Channel Relationship Consultants & Team Leaders meet set performance standards & KPIs.
• Conduct formal monthly reviews with Team Leaders on their KPIs.
• Ensure that monthly performance reviews are conducted with all Omni-Channel Relationship Consultants in the division.
• Ensure that Customer Care’s performance management process is effectively implemented at all levels, and that consequence management is applied to address consistently poor performance.
• Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
• Enable Team Leaders to effectively manage poor performance and misconduct.
• Review daily, weekly & monthly operational performance reports and ensure that performance gaps are addressed immediately.
• Create awareness and drive the usage of Reward & Recognition dashboards at all levels.
• Provide a portfolio of evidence at regular intervals of own and team performance.
• Take responsibility to remove obstacles that impede staff delivery and performance.

Customer Management

• Operationalize the Customer Care strategic plan against set targets & objectives.
• Ensure that all staff are clear about what is expected of them with regard to customer service, leads generation, and contact prevention.
• Ensure that coaching on customer contacts is done on a weekly basis by Team Leaders to their Omni-Channel Relationship Consultants   using the set coaching & evaluation tools.
• Facilitate calibration sessions between Team Leaders to ensure that they are evaluating and coaching on customer service consistently across the operation.
• Regularly sit in on Team Leader customer service coaching sessions to Omni-Channel Relationship Consultants & coach Team Leaders according to observations made during the session.
• Enable training at regular intervals to improve customer experience.
• Take corrective action where people have failed to meet service standards.
• Ensure that relevant escalation processes are in place for escalated contacts.
• Ensure that Team Leaders are owning & resolving escalated customer complaints.
• Own & resolve escalated customer complaints from Team Leaders.
• Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness.
• Works with stakeholders within the organization to resolve customer issues that are not caused by Customer Care staff e.g. Technology, Processes, Marketing, etc.
• Respond with agility to resolve any situation that arises during a shift that could compromise customer experience.
• Escalate issues impacting customers or service delivery during a shift.
• Drive a culture of effortless customer experience and sales-through-service.

Operational Project Management

• Manage & execute operational projects against the Customer Care 90-Day Plan.
• Encourage Team Leader participation in operational projects.
• Deliver against standards & deadlines required of the Customer Care 90-Day Plan.

Revenue Generation Management

• Managing Customer Care revenue generating capability by developing an operational plan to use the existing customer contacts as opportunities to upsell, cross-sell and proactively retain DStv customers
• Meeting the customer care revenue generation targets.
• Setting individual revenue generation targets with the OMNI channel teams.
• Tracking revenue generation goals and reporting results as necessary.
• Ensure ongoing sales and retentions training.
• Developing your OMNI channels teams through motivation, coaching, and product knowledge education.
• Promoting the organization and products through existing customer contacts.
• Deploy optimal outbound revenue generation activities during the customer contacts trough periods.

Qualifications Essential

• Diploma in Business / Operations management

Qualification Preferred

• A Degree or NQF Level 7 qualification in Business Management

Experience

• A minimum of  5 – 8  years’ Customer Management experience
• At least 5 years’ People Management experience
• At least 4 years’ experience in a Team Leader or equivalent role
• At least 2 years’ experience in an Operations Manager or equivalent role
• Project Management experience
• Excellent Communication Skills (both verbal and written)
• Language proficiency (English; Afrikaans; Zulu; Sotho)
• MS Office
• Ability to multitask in a busy environment
• Flexibility