Customer Services Manager - Roodepoort at Fidelity Services Group

Overall purpose of the job: As the Customer Services Manager you will be accountable for the daily running and management of the SecureDrive call centre through the effective use of resources.

This will include Inbound, Outbound, and Digital channels.

You will have the responsibility of managing call centre team leaders, motivating them to meet and exceed targets through providing exceptional customer experience services, as well as assisting incoming calls, e-mails etc.

The Customer Services Manager ensures that the operations support Fidelity SecureDrive strategic plans and are in accordance with established policies and procedures.

Duties & Responsibilities:

• Effectively supervise call centre personnel, ensuring optimal performance by overseeing all the activities of the Supervisors, Team leaders and Agents
• Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
• Meeting and exceeding performance targets for speed, efficiency, sales and quality within the call centre
• Develop sales strategies to guarantee continued growth in line with company objectives and market conditions
• Liaise with Supervisors, Agents and third parties to gather information and resolve issues for inbound line
• Collaborate with other leaders within the organisation to generate value for SecureDrive
• Provide trend analysis to National Operations HOD and other Senior leaders
• Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies, and procedures
• Maintain up-to-date knowledge of industry developments and call centre best practices
• Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance
• Provide a support to Sub-contractors, Key Account Managers, Service providers, Sales Managers, etc.
• Ensure that all relevant communications, records and data are uploaded/attached to calls
• Attend regular meetings with National Operations HOD, Supervisors and Agents to discuss all matters related to the call centre
• Keeping accurate records of discussions or correspondence with customers
• Reach required conversion, talk time and number of calls touched
• Management all aspects of call centre Service Level Agreement (SLA) objectives
• Ensure customer queries, fitments, repairs and related tasks are distributed and resolved within SLA
• Drive a culture of continuous improvement at all levels
• Implementation effective performance management processes within sales teams
• Conduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performance
• Formulate and implement employee corrective actions as needed including training and/or coaching sessions
• Compile accurate management reports on Call Centre statistics and activities for the National Operations HOD
• Monitor timekeeping, overtime, and payroll records
• Drive and influence the desired culture within the SecureDrive National Call Centre team
• Ability to multitask and ensure resolution of escalations, internal and external, and ensure effective communication with Call Centre HOD
• Develop a customer retention strategy in collaboration with the HOD

 Minimum qualifications and experience:

• Matric / Grade 12
• Relevant qualification/degree advantageous
• Certificate in Basic Principles of Call Centre (advantageous)
• Minimum of 2 years in Managerial role within a Call Centre environment
• Minimum 5 years’ experience in customer service management
• Excellent verbal and written communication skills
• Computer Literate (MS Office, Excel, PowerPoint)
• Great interpersonal skills

 Attributes:

• Target Driven
• Coaching Skills
• Analytical Skills
• Integrity
• Efficient
• Punctual
• Disciplined
• Influencer
• Patience
• Attentiveness
• Assertiveness
• Sound leadership skills with the capability to motivate and develop staff
• Clear communication skills
• Ability to use positive language
• Action orientated
• Time Management
• Planning and Organizing
• Great work ethic and a willingness to do what needs to be done
• Attention to detail
• Problem Solving
• Ability to perform under pressure and within a fast-paced environment
• Team Player willing to go the extra mile when needed
• Proactive Mindset