JOB DESCRIPTION
Johannesburg - Hybrid
In this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
Reporting to the Regional Manager for Contact Centre, the role manages the day-to-day operation of the Call Centre, including SLA management, team & individual performance management, Quality Assurance, complex complaint management, managing & organising the R&R/team engagement activities.
The Call Centre Manager is required to manage the day-to-day call centre operations while balancing important cultural diversity aspects.
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A role you will love
The Contact Centre is responsible for providing contact centre services (inbound and outbound call centre, email and chat services) to Computershare clients (internal and external) the external clients engage Computershare to maintain and manage their shareholders information as their transfer secretary of choice. The services include corporate events, payment of dividends and account updating, the contact centre is instrumental in the communication aspect of this function.
The Contact Centre Manager operates within Computershare Investor Services at a local level and must deliver within strict customer service delivery guidelines.
Some of your key responsibilities will include:
- Lead, coach and manage team leaders on an ongoing basis to drive a high-performance team.
- Support and coach on important diversity aspects of the workforce to ensure inclusive leadership behaviours and help embed diversity into operations.
- Actively contribute to staff engagement activities by running call centre meetings monthly & implementing one R&R initiative annually.
- Actively contribute to R&R and assist with managing of R&R programs, provide leadership to business by supporting, promoting and driving the people agenda.
- Champion, accommodate and personally take up approved discretionary learning, development, and social contribution opportunities to measurably drive your team's participation
- Ensure data analytics experience and can accurately and comprehensively assess the team's relative effectiveness on a timely basis appropriate to the nature of work performed.
- Assess current state and future state reporting requirements with a view to continuous improvement, ensuring accuracy of customer reporting, review customer reporting for improvements, analyse data to identify improvements/outcomes for clients.
- Achieve optimised workforce through identification of system and process improvements
- Drive and support team ideas for efficiencies from concept to delivery.
- Tracking mechanisms are in place to monitor team outputs, deadlines and SLA requirements (no missed SLA's).
- Risk is minimised through up-to-date work instructions, planned cross skilling and any escalations are addressed/resolved.
- Ensure all staff are performing consistently at a high level of productivity and quality for all work they perform in their role.
- Raise ideas, drive and deliver initiatives to improve our current service experience for customers or to deliver an innovative new service, and continue to follow up and support the implementation if agreed to implement. This includes innovation, automation, risk minimisation, financial management and associated projects
- Ensure client satisfaction is maintained and/or improved through provision of quality services, in turn leading to growth in services
What will you bring to the role?
- Grade 12 certificate (Essential)
- Business Degree/Diploma (Advantageous)
- PC skills - proficient in all aspects of MS Office
- Strong, diverse people leadership experience.
- Leading a customer service/Call center operation.
- 2+ years' experience across multiple queues with multiple products
- 2+ years' experience working with data and reports
- Financial Services Experience
- Previous Experience in Call Centre system: Genesys (Essential), Scrip (Essential), Workflow (Essential), Document Viewer (Essential), Registry (Essential), Corporate Proxy (Essential), Class Actions Essential)
- Strate Exams- advantageous
- FAIS - RE5- advantageous
- Registry Experience- advantageous
Rewards designed for you
- Flexible work to help you find the best balance between work and lifestyle.
- Health and wellbeing rewards that can be tailored to support you and your family.
- Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
- Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
- And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, computershare.com/careers-handbook.
#LI-KT1 #LI-Hybrid
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.