Department Manager: Customer Services

at  Tenacity Financial Services

To manage and oversee the smooth functioning of the Customer Services Contact Centre in order to achieve service levels, positive customer experiences, and to build and maintain an integrated and balanced people management approach in a cost-effective manner.

EXPERIENCE

• 5 years’ experience in a Team Manager position
• Minimum 3 years’ experience in a Contact Centre Department Manager position
• 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

Please refer the Job description for details