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×Altaaf Alibhai
Call Centre Manager at Metropolitan
Show profile Hide profileCall Centre Manager - Metropolitan Direct
Key Performance Areas:
Manage day to day running of the campaign covering all Key Performance Areas
Manage Overall Productivity of Agents, Team Leaders and Campaign Managers
Oversee operation aspects of the campaigns and ensure targets are met for these components
Manage campaign attendance with the assistance from HR
Develop team leaders and Campaign Managers with assistance from Training Department
Maintain discipline, recommend and administer corrective action according to policy and procedures.
Ensure proper documentation is kept on all employees for their respective campaigns.
Initiate Disciplinary Action with assistance from HR and may be required to Chair Disciplinary Hearings
Responsible for the planning and management of leave rosters in conjunction with the Campaign Managers and Team Leaders
Carry out Performance Reviews for campaign management and ensure KPI reporting and results are effected for every employee within their realm of responsibly
To review/update and formalize processes and ensure implementation is executed
Planning and Managing change
Ensure Staff Scheduling is in place in line with budget requirements and prioritising recruitment requirements with HR and Head of Contact Centers
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
forecasting and analyzing data usage and dialer activity against daily, weekly and monthly targets
analyzing performance statistics and making decisions on the basis of these statistics
Compile accurate reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Head of Contact Centers
developing, implementing and reviewing core responsibilities and tasks;
liaise with IT to ensure optimal performance of the dialler and agents at all time, monitoring and reporting on downtime and dialler issues
Call Centre Manager - Metropolitan Direct
Key Performance Areas:
Manage day to day running of the campaign covering all Key Performance Areas
Manage Overall Productivity of Agents, Team Leaders and Campaign Managers
Oversee operation aspects of the campaigns and ensure targets are met for these components
Manage campaign attendance with the assistance from HR
Develop team leaders and Campaign Managers with assistance from Training Department
Maintain discipline, recommend and administer corrective action according to policy and procedures.
Ensure proper documentation is kept on all employees for their respective campaigns.
Initiate Disciplinary Action with assistance from HR and may be required to Chair Disciplinary Hearings
Responsible for the planning and management of leave rosters in conjunction with the Campaign Managers and Team Leaders
Carry out Performance Reviews for campaign management and ensure KPI reporting and results are effected for every employee within their realm of responsibly
To review/update and formalize processes and ensure implementation is executed
Planning and Managing change
Ensure Staff Scheduling is in place in line with budget requirements and prioritising recruitment requirements with HR and Head of Contact Centers
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
forecasting and analyzing data usage and dialer activity against daily, weekly and monthly targets
analyzing performance statistics and making decisions on the basis of these statistics
Compile accurate reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Head of Contact Centers
developing, implementing and reviewing core responsibilities and tasks;
liaise with IT to ensure optimal performance of the dialler and agents at all time, monitoring and reporting on downtime and dialler issues
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