Job description

Purpose of the role

The ideal candidate for this role will be responsible for leading, guiding, developing and supporting the Customer Service, Support and Showroom operational centres with a customer centric focus, ensuring that all service and financial targets are met and exceeded consistently through the Finchoice Values. (Customer Delight, Excellence, Integrity, Teamwork and Innovation).

Key performance areas

Managing the customer experience to ensure customer delight

• Managing the Inbound Customer Team (customer service call centre, back office, documentation/salvage and showroom teams) area within the set standards, service levels and resolution ratios that is expected to ensure customer delight relating to customer service, processing and sales targets
• Identify areas and implement changes that will improve turnaround times for customers
• Cultivate a culture of customer centricity through regular coaching and weekly customer feedback sessions
• Ensure that regular customer feedback is obtained and shared with the business
• Handle elevated queries and complaints to ensure customer satisfaction
• Management of call and process/compliance quality through weekly call quality audits

Operational management

• Daily management of agent and team leader performance to ensure that the established targets and desired outcomes are achieved
• Take accountability for achieving performance targets and standards in the customer team (customer service call centre, back office, documentation/salvage and showroom teams)
• Conduct regular performance meetings with staff and team leaders to inform, support, motivate, lead and guide them
• Complete, review and discuss daily, weekly and monthly performance reports applicable to the area to agree on actions required to rectify any adverse variances or negative trends
• Ensure that effective measures are in place to measure and manage the daily quality of service that is provided to customers
• Update and manage resource forecasting monthly to ensure optimal staffing at all times with minimal overtime requirements
• Ensure that all training and business material is updated with correct and relevant information through regular communication sessions with the learning and development department and operations performance teams
• Review and analyse call volumes, query volumes, query trends and query types monthly to dentify opportunities for improvement to benefit the customer and/or the business and make required recommendations

Financial management

• Manage and control cost centre budgets against forecast
• Assist and ensure the completion of budgets by end November of each year for the following year
• Assist in identifying opportunities for further cost reduction

People management

• Manage the daily, weekly and monthly KPA performance against benchmarks and regularly discuss actuals with team leaders and staff to agree on actions required to rectify any adverse variances.
• Ensure that customer delight is the key priority and culture in the area
• Agree, implement and manage individual KPA’s for all roles on a monthly basis with a formal review twice a year during June and December
• Manage the disciplinary and grievance procedures in the contact centre with the guidance of Human Resources
• Manage staff motivation daily, weekly and monthly by having motivational plans in place that allows for rewards and recognition of above standard or most improved performance and have formal communication sessions to ensure staffs are kept informed of the criteria to qualify
• Actively encourage information sharing and communication in the area through various initiatives
• Attract and retain the best resources through thorough recruitment and selection processes when vacancies are to be filled in line with the resource model
• Ensure that staff has a platform to share ideas that lead to the implementation of approved changes
• Lead, guide, develop and support staff by identifying coaching and training needs to enable staff to deliver on their expected KPA’s through these interventions

Please Note:

• All interviews are taking place via Microsoft Teams.

Qualifications and accreditations

• Grade 12/matric or equivalent qualification
• Qualification or training in Contact Centre principles

Experience and skills

• Minimum two years’ experience in leading a team within a sales target driven environment
• Must be computer literate (Email, Internet, Word and Excel)
• Experience in a financial services and/or retail face to face environment would be an added advantage
• Must be available to work shifts, weekends and public holidays
• Clear credit and criminal record

Attributes and behaviours

• Quality orientated and committed to serving customers
• The ability to lead, manage and motivate a team
• Excellent organizational, communication, leadership and change management skills
• Strong interpersonal, verbal and written communication skills
• Makes effective decisions, takes accountability and have the ability to work well under pressure
• Team player and consistently behaves with integrity
• Displays tenacity with a high attention to detail
• Innovative with sound judgement and persuasiveness skills
• Action orientated with cross functional awareness

Posted on 08 Sep 11:20