Senior Manager: Contact Centre at Netstar

Senior Manager: Contact Centre

The main purpose of the job is to establish and improve call centre objectives, provide call centre agents with opportunities to expand their knowledge of services, products and troubleshooting techniques, analyse call centre data and focus on improving performance and processes in an effort to better support customers. 

• Serves customers by planning and implementing call centre strategies and operations; improving systems and processes; managing employee performance. 
• Aligned with the job purpose, the following key responsibilities are specific to the company’s short to medium term objectives and strategies. 
• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state of the art technologies; defining user requirements; establishing technical specifications, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call centre systems by developing customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans, system audits, process improvement and quality assurance programs.
• Accomplishes call centre human capital objectives by recruiting, selecting, inducting, training, assigning, coaching, counselling; administering scheduling systems; communicating job expectations; planning, monitoring; and reviewing job contributions.
• Meets all call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
• Prepares call centre performance reports by collecting, analysing, and summarising data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state of the art practices; participating in professional bodies.
• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. 
• University Degree or equivalent in Operations Management or related field.
• Must have a sound working understanding of customer focus strategies
• Should have a track record in business process automation and improvement.
• 8+ years of progressive experience in operations management, customer contact centre management, exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
• Proficiency with necessary call centre technology, software applications and phone systems. 
• Proven track record in managing a multi-channel customer contact centre environment  
• Solid experience in business process optimisation and automation.
• Solid understanding of workforce planning, management, and performance reporting metrics. 
• Proven experience in delivering solutions to complex customer issues.  
• Sound knowledge of business and financial principles and procedures
• Sound knowledge and experience of ISO 9000 principles Other requirements 
• Demonstrated skills, knowledge, and experience in managing call centre operations function