Client Services Manager -63936

at Unique Personnel
Location Johannesburg South, South Africa
Date Posted April 8, 2021
Category Customer Service
Job Type Full-time
Currency ZAR

Description

Unique Personnel boasts over 50 years (established in 1970) of personnel and staffing experience, so it's not surprising that even though our main focus has been providing on South African Staffing Solutions, we now recruit internationally for over 5000 clients

Duties & Responsibilities

CLIENT SERVICE / CALL CENTRE/ CRM MANAGER
Purpose: To provide quality and efficient customer service to customers and in-field consultants through the daily
management of a team customer service consultant, which includes motivating, recognizing, and rewarding, coaching,
counselling, training, and problem solving.
The Client Services Manager is also responsible for providing front-line, first level supervision and leadership to
customer service consultants and implementing and optimising the process flows across the business to enable
efficient and effective customer service and query resolution and will play a key role in leading our Contact Centre
operations and processes behind our Digital Sales Enablement Strategy, managing all touch points involved. Leading
a team and driving successful collaboration with our third-party partners, you will ensure that our field consultants and
customers receive the very best levels of service.
Responsible for analysing and interpreting business processes and problems and works with design and
implementation to design and implement solutions. The role ensures successful delivery of proposed solutions
through the development of specifications and the analysis of system configuration models. The key role objective
is to provide analytical and strategic skills to make business recommendations to the Senior leadership team. As a
trusted advisor to business partners, this person is responsible and accountable for accurate and timely reporting
and analytics.
Essential Functions:
Provide daily direction and communication to employees so that customer service calls are answered in a timely,
efficient, and knowledgeable manner.
Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area
operations, efficiency, and service to both internal and external customers.
Provide statistical and performance feedback and coaching on a regular basis to each team member.
Act as a point of escalation to deal with Contact Centre issues that come up. Typical situations could be speaking
with one of company  customers and/or one of company customer's end customer.
Is available for employees who experience performance problems, providing appropriate coaching, counselling,
rection, and resolution.
Ensure employees have appropriate training and other resources to perform their jobs.
Respond to and resolve employee relations issues expressed by team members.
Create and maintain a high-quality work environment so team members are motivated to perform at their highest
level.
Assist the Head of Marketing with daily operation of the contact centre to include the development, analyses and
implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
Work as a member/leader of special or ongoing projects that are important to area/process improvement.
Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently
and effectively.
Produce and present quality assurance reporting and metrics for review by senior leadership.
Evaluate, test and implement new systems for company contact centre operations ensuring system changes
are defined and improved, coordinate all applicable programs by providing clear direction and updates, seizing
opportunities and adapting to the evolving needs and priorities of our customers.
Managing customer distribution and capacity planning across the team to ensure the best possible experience
for our customers.
Knowledge/Skills/Abilities:
Required:
Bachelor's Degree in business or related field, IT BA or equivalent diploma, IIBA/ BABOK /CBAP Qualification
A Dimensional /Data Modelling course highly advantageous
Proven experience of IT business analysis and business process redesign gained in Strategy/Business analysis
or similar role
Comparable experience in similar roles (in addition to the below) will be considered in lieu of degree.
2-3 years of customer service leadership experience within the last 5 years.
Experience with CRM software such as Salesforce
Experience with call centre systems such as Five9, ServiceNow, Remedy, NICE, or similar Minimum of 5 years ERP Business Analysis experience
Knowledge of Transactional systems
Experience working with the interface of information technology with functional groups within an
organization
Experience working with ERP systems; e.g. Syspro, Sage, SAP, Microsoft Dynamics
Proficient in one or more BI visualisation tools
Experience in call centre quality assurance.
Intermediate to advanced MS Excel, Work and PowerPoint Skills.
Strong communication, leadership, and coaching/training abilities.
Strong problem-solving, analysis, and organizational skills.
Experience in E-commerce support would be an advantage.
Must be able to adapt to rapidly changing environments and work with cross-functional teams
Team leadership – customer service team leads manage teams that can range from a few people to large
departments, so effective team coordination and organization skills are vital
Performance evaluation – customer service team leads should also have some experience with employee
evaluations to successfully manage their team’s growth and performance
Conflict resolution – customer service team leads must quickly and effectively resolve customer issues, particularly
when a customer is unhappy with the company’s product or service
Problem-solving skills – this role also requires significant problem-solving skills, as a customer service team lead
needs to assess the situation when a customer calls or emails and rapidly arrive at a resolution
Communication skills – this role relies heavily on both written and verbal communication when interacting with
customers and directing team members
Key Performance Areas:
INTERNAL PROCESS
Contribute to the development of a client service strategy that enables a positive client experience and
business objectives.
Contribute to the development of a client value proposition (CVP) and client service strategies to ensure
operational considerations are incorporated.
Manage the implementation of operating procedures and quality and service standards related to the
applicable client service solution.
Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
Contribute to the development of standard operating procedures to determine the optimal process to
implement the various client service solutions.
Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
Monitor operational results and backlogs and adjust according to service delivery requirements.
Deliver meaningful and relevant reporting on client service functions and trends as required.
Review performance in line with business objectives and realities to ensure optimal performance is
maintained.
Act as an escalation point to assist Customer Service Consultants and Administrators addressing client
queries.
Ensure team’s adherence to correct procedure when following up on queries.
Identify and report process and system failures and enhancements to improve client experience.
CLIENT
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client
service delivery.
Drive client service delivery goal achievement in line with predefined standards to ensure that clients receive
appropriate advice and after sales service.
Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a
mechanism to improve client service and business processes.
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall
client targets.
Provide authoritative, expertise and advice to clients and stakeholders.
Build and maintain relationships with clients and internal and external stakeholders.
Contribute to the process of negotiating objective and realistic service level agreements, monitor
appropriateness, and recommend adjustments.
Deliver on service level agreements made with clients and internal and external stakeholders to ensure that
client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within area of responsibility.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides
exceptional client service.

PEOPLE

Create a positive work climate and culture to energise employees, give meaning to work, minimise work
disruption and maximise employee productivity.
Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in
support of organisational values.
Select and recruit suitably qualified talent in line with Employment Equity principles and values.
Drive a culture that guides and directs best practice, fostering an environment of continuous learning,
improvement, and cohesiveness.
Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are
actively shared between team members.
Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
Identify employee growth and development needs and schedule interventions to enable ongoing
development, training, and personal growth.
Effectively manage performance within the team to ensure business objectives are achieved.
Encourage innovation, change agility and collaboration within the team.

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