Contact Centre Manager

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa.  We are a fast-growing company with a great culture which encapsulates our values -  - Accountability, Kindness, Integrity, Timeliness and Hardwork.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colourful, fun,collaborative and kind.  We have come a long way and have amazing stories to tell!  

Our ocean facing head office is located in Paarden Eiland, Cape Town with beautiful views of Table Mountain, Robben Island and sunsets.  Just one of the perks worth mentioning plus:

• Health insurance, medical aid & gap cover that (100% company contribution to staff members)
• Group life cover 100% company contribution (death, disability, illness, child education, funeral benefits)
• 24/7 Employee Assistance Program (EAP)
• Discounted TooMuchWifi internet packages for staff
• Welcome packs 
• Casual Fridays
• Wellness events
• Soccer club
• Culture club

A seasoned Contact Centre Manager with solid experience managing and overseeing the daily operations of a busy contact centre. The successful Incumbent will have demonstrated experience in developing strategies to increase performance within the contact centre, meet or exceed targets, monitoring and evaluating contact centre performance, ensuring high quality customer service and adhering to company procedures and policies.

The Call Centre Manager is responsible for providing a high level of customer satisfaction while maintaining a positive and professional attitude toward customers and colleagues. They are responsible for training, scheduling, and leading their customer service team, as well as overseeing strategies for inbound and outbound calls. 

Contact Centre Manager oversees its call centre's statistics and takes proactive and reactive steps to improve those statistics as needed. Additionally, they help provide guidance and training to employees to improve performance.

• Improve customer service operations and drive quality results by evaluating, designing, and enhancing processes; 
• Develop, communicate and implement service metrics;
• Monitor and analyse team outputs, and implement changes or improvements;
• Implement the Net Promoter Score (NPS) management tool and measures to improve and maintain a positive customer satisfaction score.
• Implement and maintain effective customer service procedures and policies 
• Ensure all calls and tickets are being handled in the most efficient manner.
• Lead and supervise a team and ensure all staff members deliver a superior standard of customer service.
• Mentor and develop customer service staff through regular training and development efforts.
• Ensure optimum planning and scheduling to enable appropriate customer service support provision.
• Monitor the customer service metrics & dashboard.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Control and optimise resources to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities while managing healthy turnaround times.
• Monitor staff metrics to ensure that all staff remain productive.
• Handling all staff customer service staff-related HR issues.
• Be actively involved in the recruitment of CS staff.
• Attend all performance review meetings, team meetings, and other scheduled sessions as requested by Management.
• Adhere to TooMuchWifi policies and procedures.

• Matric
• A relevant college or university degree is an advantage but not required.
• 3+ Proven working experience as a Customer Service Manager, Call center manager, or business operations team dealing with external customers, including Outbound Sales environment
• Experience in customer service is required. 
• Prepare reports for upper management.
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling, and other procedures
• Track record of over-achieving quota
• Familiarity with CRM systems and practices
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
• Awareness of the industry’s latest technology trends and applications.
• Customer focus and adaptability to different personality types
• Outstanding communication and interpersonal skills. 
• Strong phone and verbal communication skills along with active listening
• Proficiency in at least 2 official languages
• Excellent knowledge of management methods and techniques
• Positive and Patient 
• Ability to think strategically and lead effectively
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills