Kurt Adams Email & Phone Number

City Of Johannesburg, Gauteng, South Africa

To maintain a customer-centric journey, businesses must actively engage with their customer base by getting feedback and listening to their preferences. This can be achieved through various channels, such as surveys, social media interactions, and direct communication. By collecting and analyzing this feedback, businesses gain valuable insights into areas where they can improve their products, services, and overall customer experience.Staying tuned to market trends allows businesses to anticipate consumer behavior and preferences shifts. By monitoring competitors, emerging technologies, and industry developments, businesses can adapt their strategies to remain relevant and competitive in the marketplace. Addressing customer concerns and resolving issues promptly demonstrates a commitment to customer satisfaction.Businesses can strengthen customer loyalty and build long-term relationships by actively seeking solutions to customer problems and implementing corrective actions.Continual innovation is key to meeting evolving customer needs and preferences. By embracing new technologies, exploring creative solutions, and introducing innovative products or services, businesses can differentiate themselves in the market and provide unique value propositions to their customers. Fostering a culture of customer empathy and empowerment within the organization ensures that every employee understands the importance of prioritizing customer needs. Businesses can create a customer-centric mindset permeating the entire organization by encouraging cross-functional collaboration and empowering employees to take ownership of customer relationships.

South Africa

WE STRIVE TO REVOLUTIONISE THE WAY THINGS ARE DONE. OUR MISSION IS TO CREATE JOY FOR THE PROPERTY OWNER, JOY FOR THE PROPERTY USER, AND JOY BETWEEN THEM.

South Africa

Johannesburg Area, South Africa

Waterfall Business Park

Embarking on a digital and technological change adding value enhancing and facilitating transformation in the SME markets

Johannesburg Area, South Africa

JOB PROFILE AND DESCRIPTIONSales Manager’s role is to manage a team of circa 10 Team Leaders by ensuring that Team Leaders and the team as a whole are achieving the targets set out for them.Responsibilities:SUPPORT TO STAFF● Conduct and document at least two performance evaluations per Team Leader per month in the respective team.● Conduct at least one quarterly evaluation with every Team Leader on the team.● Conduct daily team meetings.● Send Team Leaders through to QA for evaluating ensuring that the target of two QA evaluations per Team Leader per month is met.ACHIEVEMENT OF SERVICE LEVEL AGREEMENTS & TARGETS● Ensure that Team Leaders achieve all targets set.● Identify Team Leaders not achieving target and begin performance management process.● Identify Team Leaders requiring warnings for non-performance and send list to HR.● Receive warnings from HR and issue to Team Leaders if verbal, 1st and 2nd written warning. Final written warnings and dismissals will be done HR.QUALITY● Conduct weekly calibration sessions with dedicated QA Manager● Liaise with QA resources on quality trends and observations.● Ensure daily interactions are taking place between QA resource and Team Leaders and that they are appropriately documented in Agent files● Ensure that all Quality targets are met.REPORTING AND ANALYSIS● Ensure that absenteeism and attrition numbers are captured daily and fed back to the Senior Team Leader.● Analyze the campaign stats per Team Leader and identify outliers.● Analyze daily stats for lead conversion and dials per Team Leader to identify outliers.● Analyse Team Leader productivity and ensure that Team Leaders are making productivity targets.● Review reports to identify trends and performance issues that require attention and action● Report back on results from all incentive programs run on the floor.

Johannesburg Area, South Africa

Team Leader Customer Care ● Lead & coach to ensure Quality of Calls ● To measure and manage the quality of service / calls/ contacts of direct reporting agents, using the CALL QUALITY TOOL ● To drive the reporting allocation of agents to meet a monthly quality score of 90% ● To drive the use of KBS on every call ● To ensure agents comply to the process as per KBS & give customers accurate info ● To ensure agents capture correct care notes ● Lead Quality of Customer Management & Closed Loop Feedback ● To live & imbue the 'Service Excellence' promise ● To assist with Sup Calls' ● To reduce repeat calls ● To be actively involved in floor support ● Email the Supervisor of the back office department.● To reduce the number of escalations and/or comebacks where the investigation or incident report● shows that agent dissolved the call or lack of ownership & strong follow thrLead as a Coach ● Weekly agent coaching/feedback using the Agent Quality Feedback Form ● For allocation of agents ● All auto fails (including SMART action plan) ● QA scores below 85% ● PLUS 1 long call (AHT > 500 seconds) ● Lead and complete the Daily Activity Checklist ● Follow time allocation as per schedule on the whiteboard ● Time management to allow designated time for floor support, admin & coachingLeadership / Staff Engagement / Climate Survey o Get tuned into the bigger picture o Be a custodian of the organisation’s/department's strategic intent & actively drive ensuring the implementation thereof o Act like a LEADER, not like a manager o Integrate the principles of the First Line Management Development Training into daily management of teams o Drive an open & inclusive 'talk to us' culture o Deal promptly with any staff request & provide feedback within 48 hours

Johannesburg Area, South Africa

● Logging of power interruption, Dispatching technicians to affected areas, bill interpretations, new activation's