Customer Care: Network Frontline Support Manager at RAIN

Reporting into the Head of Customer Care, the Network Frontline Support Manager is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in the rain contact center environment related to customers network experience and complaints.

Key Responsibilities:

Operational Excellence

• Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures with regards to billing support for VIP/VAP Customer.
• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
• Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
• Reduction of the cost to serve.
• Empower and Engage the Customer Service Team
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Use Network Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
• Act as the Voice of the Network Support across the organization.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
• Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency.
• Partner with client relations to optimise existing client profitability through business planning and collaboration and deliver increased revenue streams.

Quality Management

• Utilize information from this call listening in collaboration with quality and training to create training plans and quality coaching.
• Ensure the consistency of network principals with the customer.
• Ascertain that the agent is selling the current product information to the customer from a compliance perspective.

Reporting and Standards

• Ensure that all relevant reporting as agreed with line manager is completed and delivered on time.
• Enable the sales team so how they are progressing towards their targets
• Create reporting for Senior Management and Executive to show tracking and progress of sales.
• Create a standard and a profile within the Service Contact Centre.
• Identifies, establishes and conducts reporting and analysis on interventions, using methodology in lines and agreed with business as a whole.

People Management

• Leads by example in living to rains Credo.
• Ensures that the sales department is fully equipped to handle the work load and distribute work flow.
• Coaches to ensure a full understanding of consequences to errors.
• Creates an environment that fosters team work and co-operation amongst team members
• Creates awareness of rains strategic objectives and their alignment to the department and company objectives.
• Communicates effectively, building and maintaining relationships.
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation.

Attraction & Selection

• Ensures appropriate staffing and actions accordingly.
• Identifies need for creation of position and forward recommendation to direct manager and HR.
• Ensures appointments are in line with EE targets / strategy.
• Selects and places candidates in terms of agreed recruitment and selection process.

Retention

• Develops and empowers people, recognizing and rewarding value-added performance.

Training and Development

• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans.
• Monitors implementation of training needs as per individual development plans.

Career Pathing and Succession Planning

• Identifies, manages and develops talent.

Performance Management

• Sets direct reports quantitative and qualitative performance objectives and ensure individual  performance  objectives  are  in  place  and  reviewed  to  meet organisational and individual needs.
• Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action.

Behavioural Competencies:

• Ownership and Responsibility of the Sales Contact Centre Team
• Adherence to policies
• Independence of work
• Intuition
• Strategic Thinking
• Rational and Analytical
• Problem Evaluation

Qualifications:

• Compulsory – Matric
• Business Management Degree (MBA advantageous)