Call Center Manager

Job Description

JOB PROFILE

Company : Vodacom DRC
Group : Customer Operations
Job Category: Call Center Manager
Report to : EHOD Customer Care

JOB OBJECTIVES

• Run and optimize Call Center Operations, both in-house and outsourced.
• Ensure efficient service delivery and customer satisfaction
• Operate the call center in alignment with the business strategy
• Optimize workflows and processes
• Usage of technology to ensure maximum first line support and resolution of Customers complex queries
• Ensure positive Customer Experience
• Hiring, training, and supervising call center staff. This includes scheduling, performance management, and motivating employees to achieve goals.
• Identifying agents training needs and providing ongoing coaching to improve staff skills and knowledge.
• Maintaining clear and effective communication with staff, other departments and senior management.
• Evaluating agents interactions with Customers, providing feedback and coaching staff on best practices.
• Ensure staff motivation through ad hoc programs for personal growth, training and performance recognition (reward)
• Ensure adherence and proactive management of staff as per required flows, skills, schedules and forecasts.
• Manage the call center budget: controlling costs and ensuring efficient resource allocation.
• Keeping up to date with industry trends, best practices, and new technologies in the call center field.
• Implementing quality control measures to ensure consistent and high-quality customer service.
• Tracking key performance indicators (KPIs) such as call volume, resolution time, customer satisfaction, and sales targets. Analyzing data to identify areas for improvement.
• Preparing regular reports on call center performance, analyzing data, and presenting findings to senior management.
• Develop and maintain reports and presentations in adherence with business needs
• Provide business analysis to support key decisions.
• Pro-actively liaise with all internal stakeholders, Clients & partners, outsourced operations included, to maintain Call Center effectiveness.

QUALIFICATION

• High School Diploma
• Relevant Diploma (Business Admin, Financial, Law, Data Management, Communication, IT, Project Management)

WORK EXPERIENCE

• Call Centre experience
• Administrative skills
• Staffing experience
• Supervisory Experience

KNOWLEDGE

• Call Centre metrics
• GSM knowledge
• Financial Services Knowledge
• Rostering and scheduling
• Problem solving/analysis
• Decision Making
• Time Management
• General business process and knowledge
• Labour legislation

Routing

• Bonus incentive
• Management information systems
• Statistical methodology
• PC knowledge
• Pro efficiency in French & English (Speaking & Writing)

SKILLS

• Strong and motivational leadership
• Performance management
• Excellent verbal and written communication skills
• Active listening, and conflict resolution.
• Problem-Solving

Technical Skills:

• Proficiency with call center technology, CRM systems, and other relevant software
• Customer Service Skills: In-depth understanding of customer service principles and best practices
• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines
• Industry Knowledge: Understanding of the call center industry, relevant regulations, and best practices
• Ability to analyze data, identify problems, and develop effective solutions
• Project management
• Forecasting
• Analysis and interpretation
• Conflict management
• Motivational
• Networking

COMPETENCY

• Planning & organizing
• Analyzing and presenting statistical information
• Business Awareness
• Teamwork
• leadership
• Quality orientation
• Strategic
• initiative
• Problem Solving & Analysis
• Results-driven
• Reliability
• Creativity & Innovation
• Flexibility
• Personal Motivation