Call Centre Operations Lead: Sandton - Bluespec Holdings

Job Purpose

Monitoring the daily functions within the departments to ensure that agreed SLA and daily targets is being adhered to and maintain the relationships between the clients and the business. 

• Monitor and encourage staff by tracking daily progress.
• Building strong relations internally and externally.
• Dealing with escalations to ensure they are concluded.
• Attending monthly client meetings.
• Track and encourage release negotiations for company cost savings.

Responsibilities

Manage and plan the day-to-day activities of all staff

• Ensure that the team is fully functional to carry out daily tasks and set deadlines to ensure that specified targets are set.
• Ensure that the team understands what is required of them and addresses concerns and possible escalations to be dealt with proactively in daily staff meetings.
• Assist in resolving escalations from both the client and service providers.
• Monitor cases and the workflow of agents and team leaders to maximum productivity.
• Manage cases within and out of SLA agreements to ensure they are resolved.
• Ensure that feedback is given to customers and clients as well as internally on the resolution of cases.
• Monitor internal communication.
• Liaise with group procurement to resolve queries with problematic service providers mainly for incorrect destinations. 

Financial aspects

• Ensure daily payments to NON-FAM service providers are loaded and released timeously each day to avoid additional costs.
• Authorization of refunds daily once an observation has been concluded and the verification of the details have been received.
• Sign off on financial losses within the departments once investigations are completed. 
• Ensure that upliftment salvage cases are completed timeously.
• Assisting both debtors and creditors departments with queries.
• Ensuring and managing disputes and providing supporting documentation to resolve queries.
• Assisting to ensure there is claim numbers for invoicing. 
• Overseeing the posting & linking of cases.

Reporting

• Cleaning and double-checking accuracy of reports to clients for monthly reports. 
• Internal reporting to measure staff productivity daily and targets are being achieved.
• Internal management reporting to present progress within the departments. 
• Manage release and customer care department reports and timelines for client expectations. 
• Negotiation reports to determine cost savings within the release department.
• Monthly Reporting for all clients to track activity for the month to assist in improving shortfalls and to look at ways to improve reoccurring problems.

Negotiating invoices

• Assist with costing provided by non-FAM service providers by reducing the rates charged to agreed or standard market related rates where team leader and agents are unsuccessful.

Escalations 

• Assisting with escalations from higher management and clients and providing support within the departments in getting urgent matters resolved. 

Human Resources function

• Discipline and take corrective action according to Group standards.
• Ensure all leave forms are approved and authorized and plans are made to ensure that there are no backlogs when staff are on leave. 
• Submit overtime monthly.
• Ensuring there is capacity within the departments.
• Ensure timekeeping and attendance requirements are being adhered to.
• Interview candidates for roles which need to be filled.
• Conduct quarterly performance discussions with staff members individually.
• Maintain/update and implement internal controls and procedures.
• Monitor and track individual performance.  

Requirements

• 5 - 7 years experience in operations and management as well experience in client liaison
• Matric
• Microsoft Office– Intermediate

WEB applications such as:

• Dreamtec
• Salesforce
• TGS yard portal
• First Call
• Banking applications