1 Telecommunication jobs in Bellville on Job Mail

To lead a group of customer service agents to ensure end to end customer resolution and drive sales through service. These people leaders will coach/ guide and motivate the team to ensure targets are met. They will monitor performance real time and escalate any system failures to the relevant stakeholders. They will work with cross functional teams to ensure the customer experience centre deliver on the Clients’ Customer promise. Through their interactions with the team they will be responsible to share the values of the organisation

Key Accountabilities and decision ownership

• Create a positive working environment that enables agents to be motivated to perform at required levels of service.
• Monitoring agent activities and call centre queues while escalating any system errors to the appropriate role players.
• Contribute to customer service by assisting agents to solve or escalate customer queries
• Assist in escalations to ensure case management
• Act as liaison between agents and all other relevant role players in order to ensure that correct channels of communication are followed with regards to management information, policies and procedures
• Drive agent KPI’s in line with company strategic objectives
• Identify real-time trends and escalate to the relevant role players
• Manage performance and support with Individual development plans
• Identify recommendations and Business improvement opportunities of digital capabilities
• Set and Drive operational targets
• Monitor, track and report on agent sales KPI’s

Responsible for ensuring revenue generation within their team.

· Drive revenue increase

· Manage & reduce churn

· Implement Customer retention strategy

· Recommend personalised sales solutions to Customer Resolution Experts to assist with revenue generation

· Provide input into new campaigns for existing customer base

Responsible for managing services for customer

· Implement service improvement plans based on customer's concerns

· Drive and implement account planning

· Create and manage relationship with customer and client’s stakeholders.

· Negotiate at the appropriate level within in order to ensure customer’s requirements are met and fulfilled.

Provide Support

· Identify process/procedure improvement opportunities and work with operational leads to implement change

· Share best practice, ideas and lessons learnt to further drive consistencies across the Operations

· Utilize all available software systems and applications to identify areas for focus.

· Accountable to ensure service improvement plans for customers implemented

· Accountable for account planning and monitoring of service reviews with customers

· Provide support in developing proposals for service elements and complex service bids/and or

· Provide support to ensure SLA's and customer expectations are met

· Proactively provide insights into customer journey automation opportunities

People Management

· Conduct weekly calibration sessions

· Provide feedback and coaching to Agents in order to identify training needs

· Managing and administration of team schedules

· Evaluating employee performance and productivity and providing constructive feedback and coaching

· Coaching the team for career advancement opportunities

· Coach and train team on new products

· Initiate disciplinary action

Reporting

· Report on performance against targets

· Provide analysis and presentation on team performance

· Report on elements impacting performance

Candidates must be willing to work in a hybrid environment in a 24/7 operation