Providing customer support and query response by telephone, web chat, email, social-media and white mail to shareholders, employee share plan participants, agents, landlords, tenants, employers, parents, care-providers and customers. The Regional Manager Contact Centre role operates within this division at a Regional level and is required to delivery to SLA’s across all clients and business lines. The SLA’s include successful delivery within agreed timeframes and quality standards across contact centre metrics. The Regional Manager Contact Centre is also expected to work collaboratively across teams outside of the CC department, to ensure delivery whilst supporting continuous improvement and project related activity related to the role. The Regional Manager Contact Centres is responsible for the day to day delivery of high quality customer service to plan manager clients and their employee share participants, Shareholders, Agents, Landlords, Tenants, Employers, Parents, Care-Providers and Customers, ensuring enquiries, complaints, transactions and queries are responded to accurately and with agreed timeframes. The Regional Manager Contact Centres will work closely with internal stakeholders and business units to provide transparency though open and proactive communication across all levels and lines of business. In addition the role holder will ensure a robust risk and control framework is in place and adhered to throughout the Contact Centre. Through oversight and management maintain a high level of structure across consolidated multi-site, multi-chanel, and multi product teams whilst considering the specific needs of each business line. Raise awareness of the control environment by leading discussions and forums with managers and staff. Participate in Workforce Management principles and practices., forward planning with regard to staffing requirements and training planning for peak production periods. Be aware of and assures that legislative and regulatory requirements across all jurisdictions are consistently met. People management – ensure goals and objectives for staff are in place and proactively managed. Develop and challenge high performers and talent, coach and assist poor performers and take disciplinary actions as needed. The Regional Contact Centre Manager requires a good understanding of Proxy, Class Actions, Bankruptcy and Commercial (BPO) contact centre operations. Inbound/outbound ACD/Dialer knowledge and experience. Experience of developing, leading and managing the implementation of process change programs for large work forces. Experience in communication centre optimising planning (WFM), Multi-site and remote communication centre management experience. The role requires analytical problem solving of straightforward to complex challenges in a fast changing and high volume environment. The role holder is expected to respond and resolve problems with some evaluative judgment using best practice and previous experience to identify root causes. The role holder will will seek continuous improvement of customer service delivery through all channels reducing risk and costs, whilst improving quality and efficiency.
To apply for this job email your details to hr@belmar.co.za
