Department Manager: Customer Services

Customer Services Strategy

• Execute and communicate functional strategy and projects to the Customer Service teams
• Actively participate with the implementation and monitoring of strategic and departmental projects
• Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise
• Drive recruitment strategy and resource models in line with departmental strategy or projects

Operational Management

• Plan and set operational objectives that are realistic, accurate, and achievable within the department.
• Communicate plans clearly to all relevant stakeholders.
• Develop and monitor Contact Centre and Multimedia KPIs to ensure targets are met and remain relevant and ensure timeous submission to the People Support Department.
• Investigate performance deviations, implement corrective actions, and communicate improvements.
• Standardise Contact Centre benchmarks and targets in alignment with industry best practices.
• Drive efficiency and effectiveness, ensuring month-on-month improvement in departmental results.
• Work collaboratively with the Workforce Management team and provide input and sign off on forecasts and schedules.
• Conduct all Contact Centre administrative duties, ensuring compliance with policies and procedures.
• Prepare and submit payroll documentation for approval.
• Compile and present Contact Centre performance and other reports to senior management as required.
• Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships.

Business Process Management

• Ensure all SLAs and compliance standards within the Contact Centre are met.
• Manage inbound and outbound Customer Service queue strategies efficiently.
• Meet performance scorecard targets by ensuring operational excellence.
• Analyse business processes, identify inefficiencies, and implement corrective actions.
• Develop business cases and requirement specifications to support system enhancements and functional improvements.
• Participate in User Acceptance Testing (UAT) for new system implementations.
• Ensure adherence to policies, procedures, and regulatory requirements.
• Monitor, implement, and update Standard Operating Procedures (SOPs).
• Collaborate with other Department Managers to standardise processes across the business.
• Conduct annual audits of training materials and manuals.

Workflow Management

• Define reporting requirements (Business Intelligence -BI and other) to support KPI and SLA objectives.
• Analyse data and trends, taking timely and appropriate action.
• Provide insights and feedback based on BI reporting information.
• Ensure QA reporting requirements align with customer service objectives.
• Monitor workforce management (WFM) reports and ensure adherence to schedules.
• Provide feedback to the Department Head on workflow issues and take corrective action.

Financial Management

• Oversee cost management within the Contact Centre.
• Ensure company assets are safeguarded to minimize loss or damage.
• Contribute to budget planning and management.

Management of people

• Demonstrate and uphold company values and leadership behaviours.
• Provide effective leadership to build a cohesive, high-performing team.
• Foster a culture of customer service excellence, performance, and accountability.
• Conduct regular team meetings to enhance communication, teamwork, motivation, and productivity.
• Mentor and coach employees, supporting career growth and development plans.
• Assess and develop team members to ensure smooth daily operations.
• Maintain a structured department with the necessary skills and capacity to meet business objectives.
• Develop and implement succession planning for Team Leaders and employees.
• Conduct regular performance reviews and provide structured feedback.

Experience

• 6-8 years’ experience in Contact Centre Department Manager role
• Solid understanding of contact centre processes, technology and tools
• Successful track record in managing large scale contact centre (200+ FTE)

Qualification

• Grade 12 / Matric or equivalent
• Relevant Degree in Business Management or Marketing Management or Sales (advantageous)
• Relevant Contact Centre certifications(advantageous)

Functional Knowledge & Skills

• Key understanding of the Credit/Retail and Lending industry
• Good working knowledge of telephony and dialler capabilities as well as multi-media channels
• Analytical skills with proven ability to identify and develop solutions to improve customer experience and business processes
• Extensive contact centre management knowledge
• Ability to effectively, clearly and convincingly communicate at all levels – both verbally and in writing
• Strong relationship management competence
• Value chain management competence
• Judgement and decision making
• Strong Leadership skills