Afrirent (Pty) Ltd is looking for a Call Center Manager to lead, manage, plan and implement an effective call centre strategy and manage the call centre and the team to ensure that customers’ needs are handled professionally and resolve inbound and outbound customer queries seamlessly and in the most cost-effective manner. The role is also responsible for developing and maintaining policies, standard operating procedures, systems and processes, analysing call centre data and metrics and improving the overall call centre operations in order to provide a high-quality service to all customers being supported by the call centre.
DUTIES AND RESPONSIBILITIES
Strategy Development and Implementation
- Develops the call centre strategy in alignment with Afrirent’s overall strategy, business objectives and targets
- Monitors competitor activity, fleet demand and market demand
- Drafts, maintains and implements the call centre policies, procedures and processes
- Conducts research to stay abreast of call centre technologies, systems and industry regulations
- Identifies and makes recommendations for improvements and enhancements to improve the overall customer experience
- Identifies potential risks and compliance requirements and monitors adherence
- Monitors, manages and tracks the achievement of key performance indicators and revenue targets
- Identifies best practice trends and opportunities to enhance existing policies, processes and procedures
- Monitors adherence to service level agreements (SLA’s) with customers, suppliers and subcontractors
- Communicates and coordinates temporary / ad hoc changes to SLA’s
- Identifies and creates new reports and reporting templates
Customer Service Management
- Manages the maintenance and call centre daily operations and oversees that all standard operating procedures are adhered to
- Sets and monitors the achievement of targets and addresses areas of concern
- Monitors the levels of call handling efficiencies by ensuring that called are responded to promptly and according existing, approved protocols
- Manages and oversees the call centre to ensure that:
- Vehicles are maintained
- Routine repairs and maintenance are scheduled and carried out
- Service notifications are delivered timeously
- Maintenance and repairs reconciliations are conducted
- Authorises maintenance requests
- Monitors the achievement of results and develops action plans to address issues identified and to improve results
- Monitors and reports on the achievement of call and email response times against agreed targets
- Monitors and reports on the achievement of internal and external SLA targets
- Addresses areas of concerns and puts plans in place to ensure compliance with SLA's
- Attends to escalated matters, queries or complaints from customers
- Provides guidance and feedback to the business regarding customer care related matters
- Identifies customer trends e.g. recurring complaints and queries
- Oversees the process to ensure that maintenance rebill authorisations are finalised / signed by the client so that funds can be recouped by Afrirent
- Monitors customer satisfaction feedback and levels and makes recommendations for enhancements
- Supervises SLA’s with internal and external clients
Administration and Reporting
- Compiles and submits reports on proposed maintenance of vehicles and the costs thereof
- Collects and analyses data and statistics to identify gaps and trends, and makes recommendations for improvements in the call centre
- Submits reports on targets achieved, changes implemented and recommended improvements
- Provides feedback and recommendations on identified issues and improvements
- Identifies and implements innovative and proactive solutions to improve the call centre processes
- Investigates and reports findings and recommends preventative measures to internal stakeholders
- Implements effective quality control measures, including call monitoring and feedback mechanisms, in order to maintain high levels of service standards
Stakeholder Management
- Builds effective relationships and communication channels with internal stakeholders
- Manages and maintains key partnerships in order to create opportunities for service enhancements and the creation of business value
- Manages SLA’s with internal and external clients, suppliers, subcontractors and customers
- Provides assistance with rates as requested for tender submissions
- Collaborates closely with all relevant departments to promote and ensure a positive customer experience
International Organisation for Standardisation (ISO) Audit Compliance
- Achieves an average of 80% compliance on both internal and external International Organisation for Standardisation (ISO) audits conducted
Budget Management
- Develops the annual Departmental budget
- Monitors expenditure in line with the approved budget and contracts / service level agreements on an on-going basis
- Ensures strict adherence to the approved budget
People Management
- Manages the unit in line with company policies
- Fosters a suitable and supportive environment conducive to staff development and the achievement of departmental objectives
- Implements staff development and training to achieve the unit and organisational objectives
- Implements performance management and monitors the performance of staff
EDUCATION AND EXPERIENCE
Minimum
- Diploma (NQF level 6) in Marketing / Business / Commerce / Management Studies
Experience
Minimum
- 5 years’ experience in a call centre / customer service environment
- 2 years’ team leader / supervisory experience
Ideal
- Fleet industry experience will be advantageous
Kindly note that the salary starts from R60 000 CTC and is subject for negotiation with the successful candidate.
Pay: From R60 000,00 per month
Work Location: In person
