Purpose of the Job

To manage the daily operations of the contact center through training and monitoring the team to achieve the highest level of quality and productivity.

Job Description

• Has intimate knowledge of customer needs and ability to provide solutions
• Work with CSD manager to develop and implement service initiatives to improve the customer experience
• Adhere to customer service policies and procedures to maximize the customer satisfaction in every customer transaction
• Analyze sources of service failures, identify probable route causes and recommend solutions
• Continuously encourage the team to solve customer enquiries and complaints
• Manage daily customer complaints and ensure timely resolution
• Develop and coach the team on dealing with customer requests, enquiries, and complaints
• Handle all escalated queries
• Monitor daily call stats of the team
• Training and coaching of standard operation procedures of the department
• Handle all overflow of calls and incoming calls
• Planning team shifts and leave days
• Resource management, people and equipment
• Updating of performance management sessions of agents
• Complete missing parcel procedure
• Ensure all late freight \ line hauls and deliveries are actioned timeously, allocate queries to agents via email
• Resolve standard customers’ requests and route issues that require follow-up to customer service, commercial and operational teams
• Communicates customer inquiries/messages/feedback to relevant team members
• Provide satisfactory service to customers
• Handle escalated queries from branches, agents and clients
• Full resolution of escalated queries in the most efficient time

Job Requirements - Experience and Education

• Minimum requirement is a Matric (Grade 12)
• Three years of call center experience
• Proven track record with managing a team
• Strong communication skills – Excellent command of the English language
• Customer Centric Personality
• Computer Proficiency
• Minimum of 3 years’ experience within related field
• Exceptional people skills
• Ability to work under pressure and meet deadlines

Leadership Behaviors

Skills