The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. In addition to managing the inbound/outbound Customer Care for the specific segment/s through our business partner.
The Manager need to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.
Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Work with other managers in Customer Service Support and Quality Assurance/Customer experience Management to analyze and manage performance vs. operational KPIs.
Ensure that the appropriate partner management tools are in place, in order to seamlessly execute.
Consolidate Voice of the Customer, based on team's interaction with segments, to be shared regularly with all stakeholders within the Division and higher level Vodacom Management Team.
Operational Management – experience with Customer Care management and its dynamic environment.
Strong analytical skills and problem solving skills. Able to assess reports, identify issues, root cause, and recommend solutions.
Excellent and effective communication skills both written and oral.
3+ years' experience industry or functional experience.
Strong analytical skills and business acumen.
3 years relevant experience Customer services.