CapeNature seeks to employ an experienced and enthusiastic Contact Centre Manager to provide excellent customer service and to promote this idea throughout the organisation. This role requires a solid understanding of customer service with a clear goal to keep the Customer Service Agents running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations. This includes achieving optimal daily performance, delivering exceptional customer-centric services, adhering to sound governance principles, and ensuring ethical financial transaction reporting. The successful candidate will be based at CapeNature’s Head Office and will be tasked with leading the contact centre team to uphold the highest standards of service excellence and operational compliance. Occasional travel is required to reserves for product educationals. activations, site visits and stakeholder engagements across the Western Cape.

RESPONSIBILITIES:

KPA 1 – Data Analysis and Statistical Reporting

• To ensure accurate accounting of all data of the booking reservation system to meet operational and organisational goals and objectives and by providing Management Reporting.

KPA 2 – Revenue Generation and Sales Growth

• To manage financial management related tasks specific to the booking reservation system, with particular focus on revenue generated through tourism accommodation and activities. To assist with e-commerce revenue income performance. To assist with revenue and sales income linked to campaigns.

KPA 3 – Contact Centre Performance & Customer Service

• To enhance customer satisfaction through customer centricity by providing excellent levels of customer service to the stakeholders of CapeNature, specific to the Contact Centre.

KPA 4 – System Management & Compliance

• To ensure adherence to and compliance with all policies, procedures, standards and processes of CapeNature with specific reference to the Contact Centre operations. To ensure that all systems and applications managed in the Contact Centre are maintained and audit compliant.

KPA 5 – Quality Assurance & Innovation

• To acquire/ grow, retain and ensure engaged customers. Mentor and develop customer service agents and nurture a positive sales-driven environment. Keep ahead of industry’s developments and apply best practices to areas of improvement

KEY ACCOUNTABILITIES:

• To manage the Contact Centre team and all related operational elements and to ensure sound administration processes. Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on call centre productively; call targets, call hold times, abandon rates and email/ offline turn around.
• Develop service procedures, policies and standards.
• Ensure financial and administrative compliance to sales processes, payments, and refunds weekly, monthly and year end processes.
• Keep accurate records and document customer service actions and discussions,
• Analyse statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Provide input into marketing, sales campaigns, and promotions.

REQUIREMENTS:

• Bachelors Degree (NQF7) or Diploma (NQF6) in business, administration, finance, statistics, customer service management or related field.
• 3-5 years’ managerial experience in a Call Centre environment.
• Experience in data analysis and statistical reporting in a managing a Call Centre environment and audit governance compliance.
• Advanced proficiency in Microsoft Excel and statistical software.
• Strong analytical and problem-solving skills
• Ability to analyse data and provide insights and recommendations for operational and organisational goals.
• Experience in developing and delivering management reporting.
• Knowledge of e-commerce revenue income performance and third-party booking integration and sales income.
• Excellent customer service skills with a customer-centric approach.
• Ability to lead and motivate a team of customer service agents to meet and exceed customer service targets.
• Experience in implementing and managing contact centre technology, systems and processes.
• Strong knowledge of compliance and regulatory requirements related to contact centre operations.
• Experience in managing and maintaining contact centre systems and applications, including call centre software, CRM software, and IVR systems.
• Ability to develop and implement quality assurance programs and processes to ensure high-quality customer service.
• Experience in coaching and mentoring customer service agents to improve performance and engagement.
• Strong knowledge of industry trends and best practices in the contact centre industry.
• Strong analytical and problem-solving skills with the ability to work across function and teams to achieve operational and organisational goals.
• Excellent communication and interpersonal skills with the ability to effectively communicate with internal and external stakeholders.
• Strong attention to detail and organisational skills with the ability to manage multiple projects and deadlines.
• A valid Code B drivers’ license.

AS A PERMANENT EMPLOYEE OF CAPENATURE, YOU WILL ENJOY:

• 24 days of annual leave per annual leave cycle;
• Comprehensive benefits for death, critical illness or injury linked to the Pension Fund for CapeNature employees;
• Staff discounts of up to 50% on CapeNature accommodation at reserves across the Western Cape;
• Opportunities for career progression and development through internal and external training interventions, and support for academic studies through the internal CapeNature Bursary Programme subject to Bursary Policy guidelines;
• Free access to CapeNature’s Wellness Partner for you and your immediate household which includes professional counselling, financial, legal and health related advice; and
• The opportunity to be part of a team that positively impacts the environment and promotes a sustainable future.

RECOMMENDATIONS:
• Knowledge of travel and tourism.
• Innovative, proactive and action orientated.

Apply online: https://capenature.simply.hr

Closing date: 27 December 2024