The Manager Customer Contact and Call Centre is responsible for coordinating the implementation of Contact and Call Centre processes, policies, and procedures to ensure the achievement of the targeted Net Promoter Score/Customer Satisfaction Index.

Roles  & Responsilibilities:

• Provide input into the development of the Customer Service strategy, to support the realization of the client business strategy
• Develop the implementation plans for the Contact Centre strategies to ensure the successful realization of objectives
• Develop the budget for the call Centre function, to ensure the timely allocation of resources required to implement the customer service strategy, and to support cost management initiatives
• Develop the metrics for measuring the impact of the Call Centre initiatives in the achievement of  the customer satisfaction index to ensure alignment with strategy
• Participate in the training of staff on customer service across the business to create a customer focused culture where all teams understand the defined customer service and practice
• Develop the Call Centre processes, policies and procedures to ensure the availability of guidelines required to support quality delivery
• Establish and implement a customer complaint and feedback monitoring mechanism to ensure complaints are addressed in a timely manner
• Participate in the induction of new employees as a way of inculcating a customer focused culture
• Monitor process efficiency and recommend improvements to ensure process delivery is directed at a winning customer experience
• Identify customer service gaps in the business and advice management on corrective action
• Coordinate the training, performance management, recruitment motivation of the call centre team to ensure the availability of competencies required to deliver quality service
• Coordinate customer service reporting to ensure timeliness in decision making that will positively impact on delivery against the customer promise
• Establish partnerships both internal and external that support the successful implementation of the customer service strategy
• Monitor compliance with all relevant regulations to ensure zero exposure to risks associated with non- compliance
• Implement employee safety guidelines for the call center staff to ensure the gadgets used are protective of the employees

Minimum Requirements:

• A bachelor's degree in business related field
• 8 years of experience implementing customer service strategies, with at least 2 years of experience supervising call centre operations