Job Description

Key purpose:

The candidate will be responsible for systems and process management, resource management, shift management, compliance, efficiency management and service excellence.

Duties and responsibilities:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager.
• Ensure that resources are trained to effectively deal with account queries, audit queries, account updates and promotional queries.
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.
• Manage the customer service digital team to ensure excellent and timeous front-end communication with customers, appropriate escalations on issues and queries.
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit or promotional queries where appropriate, based on the nature of the query.
• Ensure queries are resolved timeously and first-time resolution takes place.
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.
• Review training needs continuously.
• Conduct weekly performance reviews with the customer services team members and ensure that performance reviews are documented.
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required.
• Monthly management meeting reporting, trend reporting, resource management reporting etc.

Qualifications and experience:

• Matric
• Diploma | Degree would be highly advantageous
• 3 - 5 years experience within Customer Service
• Minimum of 2 years experience within a Leadership | Team Manager role in the Contact Centre | Telecommunications sector
• Experience managing a team of 40 - 100
• Experience within the Social Media | Digital | Marketing space would be highly advantageous