Call Centre Operations Manager - PG Glass

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products

Main job purpose

Embark on a journey as the captain of Contact Centre Excellence at PG Group! Take charge of driving operational efficiency and quality enhancements while leading a dynamic team to achieve stellar results. Dive into data analysis to uncover winning marketing strategies, implement cutting-edge training programs, and foster a culture of continuous improvement that delights customers and exceeds business objectives. With your leadership skills and extensive Contact Centre experience, chart a course towards success in a forward-thinking environment that values fairness, equity, and inclusivity.

Main Objective

Providing leadership and management to staff members within the relevant teams, in the Contact Center to ensure that goals are met

Analyzing data to determine and critically assess which marketing strategies and promotions run by the Contact Centre was  most effective for increasing sales or customer satisfaction, aligned to business objectives.

Work with the relevant stakeholders and implement training programs for employees and teams, to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively in a dynamic environment focused on continuous improvement.

Creating and maintaining a culture of excellence within the Contact Centre through effective coaching, training and mentoring that inspires employees to do their best work  in full, on time, every day to customers and business expectations

Evaluating and improving Contact Center operations by developing new policies and procedures, conducting audits, and making recommendations for change with the implementation to success.

Review processes for improved productivity and efficiencies, in own and across lines.

Ensure Administrative procedures enhances customer service and improve efficiency.

Critical job requirements

Qualification(s) 

•            Grade 12            

•            Relevant Commerce Degree

Knowledge        

•            Knowledge of Contact Centre Metrics        

Skills     

•            Effective communication

•            Problem Solving

•            Leadership skills

•            Interpersonal Skills

•            Process Aptitude

Experience           

•            8 years Contact Centre  experience            

•            5 Years experience as a Team Leader         

PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers.  Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.

Requisition ID: 2507