Senior Specialist: Customer Value Management (CVM) Outbound at MultiChoice

Purpose of the Position

The CVM Senior Specialist CVM Outbound is responsible for overseeing and managing the day-to-day operations of the Customer Value Management Outbound call center. This role involves leading a team of customer service representatives, ensuring excellent customer service delivery, and achieving key performance indicators (KPIs) related to customer retention, upselling, and cross-selling.

Key Performance Objectives Tasks

Campaign Planning and Management

• Oversee the campaign management process for all CVM Outbound campaigns from defining campaign KPIs, designing campaign processes, briefing it to vendors, ensuring execution and reporting on overall performance.
• Foster knowledge management by aligning the campaign management process with CVM planning and execution requirements.
• Liaise with digital agencies, 3rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met.
• Monitor and assess campaign effectiveness and identify ways to improve activities.

Analytics, Reporting and Budgeting              

• Prepare regular reports on call center performance and present findings to senior management.
• Utilise data-driven insights to make informed decisions and improvements.
• Work with the Centre of Intelligence and Insights (CII) to provide in-depth and regular analysis of campaigns.
• Analyse and identify trends and gaps, recommend appropriate action to proactively leverage on opportunities and/or mitigate risk as well as enhance the effectiveness of engagement activities.

People Management

• Lead, mentor, and coach a team of customer service representatives.
• Set performance goals and provide regular feedback to team members.
• Monitor and manage work schedules to ensure adequate coverage.
• Supervise the activities of direct reports.
• Develop a high performing team by embedding formal performance management process and informal coaching. 
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital.
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement Programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.

Qualifications Essential

• Degree in Marketing, Business or related field
• Post Graduate Degree in Marketing, Business or related field is advantageous

Experience

• A minimum of 5-8 years in call centre management experience or similar
• A minimum of 3 years of customer value management experience
• 2+ years of management experience