Job Summary
POSITION SUMMARY
The DGM is the overall in charge of the Call Centre Operations that support the internal and external clients on a day-to-day basis. The DGM is the first Line management. Directly responsible for 400-1000 FTE’S depending on process requirements. Responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork. Responsible to manage all the business function in association with all Internal and External stakeholders.
Meet customers’ expectations by planning and implementing call centre strategies and operations, improving systems and processes and Managing Call Centre staffs.
Experience preferably in Inbound & Outbound onshoring operations.
DUTIES & RESPONSIBILITIES
- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Develops 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
- Maintains and improves 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.
- Meets 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
- Ensure employees have a clear understanding of ISON’S business goals, performance expectations
- Promotes safe and effective working environment
- Provides leadership
- Provide continuous feedback in the areas of recognition, corrective action and succession planning
- Building team cohesiveness through staff meeting, team goal setting and brainstorming
- Creates and implements incentives to inspire the achievement of set goals
- Administers ISON’s policies and procedures consistence with sound judgment and an element of fairness
- Work with HR on manpower planning, recruitment and hiring
- Works on other projects as requested
QUALIFICATION/EXPERINECE/KNOWLEDGE
- 10 – 12 years Operations, customer services Leadership/management experience, in a call centre environment
- Good level of understanding of the operations process with respect to manpower scheduling, workflow, work assignment, efficiency, occupancy, project cost analysis, ACD applications
EDUCATION
- Post Graduate Diploma in Management or equivalent
SKILLS
Client & Customer focus
- Solid work experience with customer service, support (as relevant)
- Proactively works with customer to establish rapport
- Demonstrates knowledge and understanding of products and services available to the customer
Working with Others
- Supports colleagues by helping on customer contact within area of expertise
- Is punctual at all times, recognizing the importance of this to colleagues& the smooth running of the team
- Passes on useful information to team
Developing Others
- Encourages and helps other to improve performance in line with business goals
- Gives on the job coaching and developmental support
Confidence & Communication
- Communicates effectively and comfortably in writing and verbally with internal and external customers
- Adapts communication style to the customer
- Presents a professional, friendly and caring image to the customer
Performance Focus
- Consistent in delivering customer standards and service level despite repetition of task
- Tracks results and achievements against plan
- Maintains quality customer handling of calls despite difficult nature
Leading Others
- Excellent time management and organizational skills
- Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible
- Takes action to make individuals and a team more effective
Solving Problems
- Ability and aptitude to recognize potential problems, unfavourable trend, and areas of weakness before they materially impact the operations and /or creates an unfavourable impression on the client
- Evaluates alternative solutions to problems
Change Focus
- Responds positively to changing requirements or team changes
- Accepts and adapts to the changing environment
Influencing Others
- Uses logic to persuade
- Plans and tailors and influencing approach
Technical Application
- PC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel)
- Has a high level of company and product knowledge to ensure the customer is given full and correct information
- Keeps up to date with product developments, through self-study on internet etc