Executives Online Call Center | Control Room Manager Jobs in South Africa
Executives Online Call Center | Control Room Manager Jobs in South Africa
Job DescriptionResponsibilitiesCall CentreDetermine call centre operational strategies by conducting needs assessments.
Manage production, productivity, quality, and customer-service standards, contributing information and analysis to organizational strategic plans and reviews.
Develop call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications.
Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meet call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
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.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Control Room
Managing all aspects/divisions within the Control Room.
Keeping the Control Room Customer focused.
Ensure excellent information flow, process improvement and teamwork.
Maintaining strong relationships with emergency services.
Directing patrolling security officers to attend to incidents and helping to coordinate situations with the supervisor/s.
People & Process Management; to proactively provide security services to the communities served.
Managing the delivery of the Control Room service and ensure delivery of operational KPI’s.
Ensuring operating systems are functioning correctly and are fit for purpose, troubleshooting and organizing for corrective action while at the same time mitigating against any risk.
Maintaining effective relationships with frontline staff, management and contractor and service providers.
Cross functional working with facilities, collections, events and visitor services teams.
Acting as a focal point for security operations decision making during routine and emergency situations.
Adhering to compliance standards and relevant laws.
Any other duties deemed relevant to the role.
How to Apply
For more information and job application details, see; Executives Online Call Center | Control Room Manager Jobs in South Africa
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to NGO Jobs in Africa.
