Show profile Hide profile

Call Centre Manager - Metropolitan Direct
Key Performance Areas:
• Manage day to day running of the campaign covering all Key Performance Areas
• Manage Overall Productivity of Agents, Team Leaders and Campaign Managers
• Oversee operation aspects of the campaigns and ensure targets are met for these components
• Manage campaign attendance with the assistance from HR
• Develop team leaders and Campaign Managers with assistance from Training Department
• Maintain discipline, recommend and administer corrective action according to policy and procedures.
• Ensure proper documentation is kept on all employees for their respective campaigns.
• Initiate Disciplinary Action with assistance from HR and may be required to Chair Disciplinary Hearings
• Responsible for the planning and management of leave rosters in conjunction with the Campaign Managers and Team Leaders
• Carry out Performance Reviews for campaign management and ensure KPI reporting and results are effected for every employee within their realm of responsibly
• To review/update and formalize processes and ensure implementation is executed
• Planning and Managing change
• Ensure Staff Scheduling is in place in line with budget requirements and prioritising recruitment requirements with HR and Head of Contact Centers
• coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• forecasting and analyzing data usage and dialer activity against daily, weekly and monthly targets
• analyzing performance statistics and making decisions on the basis of these statistics
• Compile accurate reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Head of Contact Centers
• developing, implementing and reviewing core responsibilities and tasks;
• liaise with IT to ensure optimal performance of the dialler and agents at all time, monitoring and reporting on downtime and dialler issues