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Customer Care Systems Sr. Specialist

Vacancy Details

Reference No.

AB2-43998

Synopsis

A leading media organisation is looking to employ a Customer Care Systems Sr. Specialist to develop and implement contact centre technology strategy i.e. Social Care, Call centre, Walk In Centres and other forms of customer communication for the Organisations’ Africa Operations and work towards standardised technologies across the business.

Description

Contact Centre Technologies Strategy

  • Rollout of large projects and maintain optimal sized contact centres at all times.
  • Periodically review the strategy recommending improvements based on latest trends, technologies and business operating environment
  • Recommend appropriate hardware and software for business operations
  • Work with systems development teams to ensure systems evolve to support the customer service function (e.g. CRM)
  • Define and optimally rollout the Care technology to support the overall Care Strategy
  • Introduce “best practice” policies and procedures to ensure efficient management and resolutions of customer care system issues and queries across operations
  • Manage rollout of contact centre technologies
  • Participate in feasibility studies and business case development

Voice and other Care Type Systems

  • Design and produce a suite of relevant, timely and accurate management information and reports including wall and dashboard reports for various levels of users from Call Centre reps up to senior management and EXCO
  • Periodically perform operational reviews of the Organisations’ Africa contact centre performance and recommend improvement and enhancement from a technology perspective
  • Ensure appropriate maintenance procedures are defines and implemented across countries
  • Document and approve RACI between supporting entities
  • Management of highly Specialised Distributed Systems across the continent

Budget Management

  • Manage Vendors and Vendor Cost Centre (related to Customer Care systems)
  • Ensure technology costs are budgeted, forecasted and tracked with focusing on driving cost whilst maintaining best customer experiences
  • Provide timely and accurate input to budget discussions
  • Reconcile cost Centre reports month on month or annually against budget and Vendor spend
  • Drive cost reduction across all Vendor Management Areas relating to Care Systems
  • Drive cost efficiencies at a country level relating to Contact Centre technologies

 Vendor Management

  • Articulate how Vendors will be managed starting with the RFP process
  • Scope business requirements for Vendor contracts in line with principles defined in the overall Care Tech strategy
  • Drive contract negotiation where applicable
  • Manage vendor onboarding, performance, breaches, terminations and day to day vendor interactions
  • Establish SLA’a linked to vendor output and agreed review period

Capacity Management and Continuous Calibrations

  • Calibrate call centres to ensure optimal configurations
  • Monthly capacity review to ensure capacity fits current issues and events (e.g. World Cup)
  • Ensure countries implement changes and updates accordingly

Contact Centre Projects implementation

  • Implement voice and care projects
  • Manage upgrades
  • Deal with large telcos to ensure projects are delivered
  • Manage outsource providers to implement as per project scope and timelines
  • Management of highly specialised distributed systems across the continent

Governance and Compliance

  • Ensure legal, legislative and regulatory compliance has been catered for in all vendor contracts in conjunction with Corporate and In-Country legal and regulatory teams
  • Obtain timeous signing of contracts from all relevant stakeholders and ensure compliancy with contract governance
  • Ongoing management of contracts making sure that they are renewed on time and reviewed in line with Business Strategy

Requirements

Qualifications

  • Degree in Informatics, Computer Science, Information Systems, Technology or related
  • Project Management certification
  • Genesys system certificate will be an advantage

Experience

  • At least 5 years’ experience as a Senior Systems Expert within a Contact Centre Technologies and Management
  • Genesis system experience within Customer Care environment
  • Have appropriate technical knowledge of Contact Centre and telephony
  • Have an understanding of Call Centre Best Practices
  • Proven experience in implementing new systems and procedure
  • Ability to process re-engineer procedures and effect efficiency gains by optimising technology
  • Ability to influence, debate and share best practice across all levels of business
  • Strong experience of high-volume management
  • Business process optimisation skills
  • Value or business case development experience will be an advantage

Technical Competencies

  • Strong leadership
  • Customer focus and service orientation
  • Assertiveness
  • Planning and organising
  • Cultural diversity sensitivity
  • Innovative
  • Inquiring mind
  • Diplomacy and Tact
  • Conscientious
  • Exceptional reporting writing skills

Behavioural Competencies

  • Relationship building
  • Conflict resolution
  • Decision making
  • Critical appraisal
  • Holistic thinking
  • Negotiation skills
  • Persuading and influence
  • Coaching

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type

Permanent

Work Level

Mid-Level

Salary

Market Related

Industry

PR/Communications/Journalism/Media And Promotions

Salary Type

Monthly

Package

Cost To Company

Affirmative Action

Yes

Geographic Location

Gauteng - JHB North