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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Call Centre Manager |
| Position Code: | 262 | | Career Level: | 4 |
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Responsible for
The establishment and maintenance of the Call Centre operation including: recruitment of all staff; establishment and monitoring of processes and associated KPIs and the management of the call centre team to ensure efficient service to customers. |
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Reports To
National Service Manager. |
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Supervises
Call Centre Team Leader/s; Call Centre Officers; Helpdesk Operators. |
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Main Activities
Operating and developing the Call Centre and offering service delivery to meet the needs of customers.
Managing the daily operation of the Call Centre to ensure company-established service delivery standards are met and maintained.
Ensuring customer complaints are actioned and resolved as per Customer Service guidelines.
Actively supporting company policy and best practice in the area of security, with particular emphasis on protection of sensitive customer information.
Analysing and managing processes and procedures - highlighting problem areas and identifying improvement actions with team members.
Driving improvement projects to improve performance against targets.
People management activities for the Call Centre team - undertaking regular one-to-one meetings, team meetings (where feasible), training and counselling sessions for all direct reports.
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Key Skills
Ability to train, motivate and provide feedback to staff in a team environment.
Negotiation, facilitation and communications skills.
Planning and organisational skills.
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Internal Contacts
Service staff; sales staff. |
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External Contacts
Customers. Dealers. |
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Typical Experience
At least 7 - 10 years of related industry experience. |
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