Crisis Centre Manager at Talksure

Established in 2010, Talksure has fast become one of South Africa’s most respected independent Financial Service Providers. The strong entrepreneurial and ethical vision developed by our founder and chairman is shared by our Executive team who have almost 100 years of combined experience within the Financial Services and contact centre industry in Europe and South Africa.
With an ever growing employee complement of over 700 it goes without saying that we are a people business; employees, clients and partners are our number one focus.

Job Functions: Call Centre,Client Services,Health & Safety,Management,Safety & Security

Industries: Call Centre & Helpdesk

Specification

The purpose of this role is to manage the Crisis Centre, including the Crisis Centre teams and its’ financial performance. The objective is to ensure partner relationships are established and maintained, SLA’s are observed, and customers experience a high level of service. Continuous operational improvement and efficiency monitoring is required.

JOB RESPONSIBILITIES:

• Responsible for overseeing the operational aspects of running a crisis centre
• Managing relationship with Partners
• Achieving set SLA targets with partners ensuring quality of service and contractual obligations are met
• Effectively managing cases from inception to close out
• Management level reporting
• Managing team performance
• Managing workforce plan and shift rotations
• Motivating teams and ensuring high performance standards are set and maintained
• Financial management including billing, invoicing and budget management as required
• Continuous improvement of service quality and operational efficiency

Requirements

QUALIFICATIONS AND EXPERIENCE:

Essential:

• Matric is essential (proof required at interview stage)
• No Criminal Record
• Must have previous crisis centre management experience in a 24 hour call centre environment
• Must have previous experience working in a service delivery environment (medical emergencies; breakdowns etc.)

Desirable:

• Multilingual (English (mandatory), Afrikaans, Zulu preferable)
• Workforce planning and people management experience

CANDIDATE PROFILE:

• Customer-centric, empathic and service orientated
• An excellent communicator
• Decisive and a skilled negotiator
• Higher than average emotional intelligence required
• Be able to work under pressure and remain calm in stressful situations
• Must be able to read maps and accurately identify locations
• Be able to think quickly and work independently
• Have a positive attitude

REMUNERATION:

Package on offer is R40 – R60k per month, with incentives and benefits (medical aid, pension fund, group life cover)

NB: Please note that should you not hear back from us within 14 working days from date of advert closing, you may consider your application unsuccessful. Thank you for choosing Talksure as your employer of choice.