Role purpose:

• The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. In addition to managing the inbound/outbound Customer Care for the specific segment/s through our business partner.

• The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget

• The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes; 

• The Manager needs to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.

Key accountabilities;

• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing process improvement and quality assurance programs;
• Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Work with other managers in Customer Service Support and Quality Assurance/Customer experience Management to analyze and manage performance vs. operational KPIs.

• Ensure that the appropriate partner management tools are in place, in order to seamlessly execute.

• Consolidate Voice of the Customer, based on team’s interaction with segments, to be shared regularly with all stakeholders within the Division and higher level Vodacom Management Team.

• Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing at the call center