19 Oct
BCXP
Midrand
Business unit, Department, Reporting
Business UnitSolutions
DepartmentOutsourcing and AMS
Job grade/levelM5
Core Description
Ensure the smooth and efficient operation of the Outsourcing & AMS
Call Centre, while also focusing on delivering high-quality customer service and driving continuous improvement.
Key Deliverables / Primary Functions
- Lead and manage a team of customer service representatives (CSRs). This involves hiring, training, coaching, and motivating staff to ensure they meet performance targets and provide excellent customer service.
- Monitor and evaluate the performance of individual CSRs and the overall team. This includes setting performance metrics (such as call resolution times, customer satisfaction scores,
and response times) and implementing strategies to improve performance where necessary.
- Manage the allocation of resources, including staffing levels, scheduling, and workload distribution, to ensure adequate coverage during peak call times and efficient use of resources.
- Develop and implementing strategies to improve the efficiency and effectiveness of the call centre.
- Generate reports and analyzing data related to call centre performance, including call volume, response times, customer satisfaction scores, and other key metrics.
- Ensure that the call centre operates in compliance with relevant regulations and company policies. This includes maintaining security and confidentiality of customer information, adhering to industry standards, and mitigating risks related to fraud, data breaches, and other potential threats
Core Functional Skills & Capabilities
Problem solvingCommunicationStrategic PlanningCustomer OrientationCustomer Needs Analysis
Core Behavioural Competencies
Job MatchLeading and supervisingAnalysingApplying expertise & TechnologyPlanning & OrganisingWriting and Reporting
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Call Centreor Grade 12 (NQF Level 4) and 7 years’ experience
Additional Education -Preferred /Advantage
Experience
5 years’ experience in ICT Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment
OR
7 years’ experience in ICT Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control
20
Level of EngagementEngagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition
Workplace / Physical Requirements
Full-time Office Based position.Billable
▶️ National Manager: Call Centre - Gauteng, Midrand & CPT
🖊️ BCXP
📍 Midrand