Customer Services Manager (Contact Centre) at Fidelity Services Group

Overall Purpose of the Job: To effectively manage the Client Services Department in terms of Client Liaison, Client Communications, Client Retention and administration. Dealing with client complaints/queries and management of staff.

Minimum Qualifications and Experience:

• Matric / Grade 12
• Tertiary qualification an advantage
• Relevant experience, and proven track record, in Contact Centre and/or training environment with specific focus on Client Retention and Communication (not less than 5years)
• Computer literacy (MS office suite)

Main Duties:

• Manage the Customer Service Level of Incoming calls
• Manage call back times and abandoned rate
• Manage the Customer Service level email answer times
• Manage the number of cancellations
• Analyze perception survey results and implement action plans in accordance with departments
• Ensure compliance monthly to all Standard Operating Procedures
• Achieve client satisfaction index above 90%
• Compile the summary of all daily, weekly and monthly reports
• Attend meetings and present statistics
• Ensure all internal and external reporting requirements are met (Head Office and Local)
• Receive and investigate client complaints
• Ensure that all staff are trained to required standards
• Ensure that supervisors enforce strict discipline
• Ensure a Culture of Accountability within the Supervisory Team and their agents
• Ensure a Culture of continuous improvement within the Supervisory Team and their agents
• Ensure that Supervisors enforce Customer Excellence
• Ensure the Supervisors drives a culture of going the extra mile for all Customers Internal and external
• Do merit assessment for staff doing exceptional work, getting compliments and going above and beyond
• Achieve Business Rate Reduction budget for the Coastal Region
• Achieve Business Save Efficiency and Save Effectiveness
• Work with other leadership Nationally to implement best practice at all times
• Monitoring /Coaching/Assisting staff

Behavioural Competencies:

• Ethical Practice
• Leadership & Navigation
• Business Acumen
• Relationship Management
• Consultation
• Critical Evaluation
• Expert presentation skills
• Advanced communication
• Decision making
• Professionalism
• Project management
• Drive for results
• Change management