Job Overview:

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

• Has intimate knowledge of customer needs and ability to provide solutions 
• Implement the company's South African standards and procedures at all times
• Develop and implement service initiatives to improve the customer experience
• Build awareness of the importance of the customer service function in the branch
• Analyse source of service failures, identify probable route cause and possible solutions
• Manage daily customer complaints and ensure timeously resolution
• Effectively plan and allocate needed resources to maintain the quality level across the customer service teams
• Develop and coach the Contact center team to achieve service excellence
• Run various award programs to motivate the team
• Ensure the provision of timeous, accurate and relevant information to all our customers,internal and external, ensuring that quality service is offered at all times
• Ensure the problem shipment report is attended to and handled adequately by staff on a daily basis
• Ensure that all staff has clear objectives in accordance with their job requirements and that the high standards are maintained
• Responsibility to monitor the performance of each agent daily and ensure that appropriate feedback is provided to him or her regularly