Manager: Call Centre Inbound - Liberty Group Limited

Purpose

To plan, manage and monitor the implementation of call centre activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Responsibilities

Outputs

Process

• Ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
• Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
• Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
• Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.

Customer

• Manage the development of standardised client centred scripts for client service processes.
• Manage client query processes and ensure that they are tracked and can be resolved in accordance with operational goals and standards.
• Maintain a log of all customer complaints and how they have been addressed for trend and age analysis.
• Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Ensure the provision of sound consulting services and recommendations based on customer and client needs, current information and trends.
• Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.

Finance

• Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

• Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
• Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.

Governance

• Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
• Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.

Minimum Experience

3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Competencies

Liberty Values

Technical Competencies

• Customer Understanding (Intermediate)
• Service Delivery (Intermediate)
• Contact Centre Professional Development (Intermediate)
• Risk Awareness (Intermediate)
• Conflict Resolution (Intermediate)
• Functional Policies and Procedures (Intermediate)
• Operations Management (Proficient)
• Budgeting and Expenditure Control (Intermediate)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

• Organisation and Attention to Detail (Proficient)
• People Management and Empowerment (Intermediate)
• Interpersonal Effectiveness (Intermediate)
• Problem Solving and Analysis (Intermediate)
• Strategic Insight and Capability (Intermediate)
• Teamwork and Cooperation (Intermediate)
• Judgment and decision-making (Intermediate)
• Customer service orientation (Intermediate)
• Communicating with Impact (Intermediate)
• Relationship Management and Networking (Intermediate)
• Customer Orientation (Intermediate)