Maintenance Call Center Manager

Are you a Maintenance Manager with technical and call center experience looking to join a fastest growing group of companies? Afrirent Holdings is looking for a Maintenance Manager to oversee and optimize the operations of a call center dedicated to handling maintenance-related inquiries, service requests and other issues.

Duties and Tasks

Strategy Development and Implementation

• Develops the maintenance call centre strategy in alignment with Afrirent’s overall strategy, business objectives and targets
• Monitors competitor activity, fleet demand and market demand
• Drafts, maintains and implements the call centre policies, procedures and processes
• Conducts research to stay abreast of call centre technologies, systems and industry regulations
• Identifies and makes recommendations for improvements and enhancements to improve the overall customer experience
• Identifies potential risks and compliance requirements and monitors adherence thereof
• Monitors, manages and tracks the achievement of key performance indicators and revenue targets
• Identifies best practice trends and opportunities to enhance existing policies, processes and procedures
• Monitors adherence to service level agreements (SLA’s) with customers, suppliers and subcontractors

Customer Service / Fleet Maintenance Management

• Manages the maintenance and call centre daily operations and oversees that all standard operating procedures are adhered to
• Sets and monitors the achievement of targets and addresses areas of concern
• Monitors the levels of call handling efficiencies by ensuring that calls are responded to promptly and according to existing, approved protocols
• Manages and oversees the call centre to ensure that:
• Vehicles are maintained
• Routine repairs and maintenance are scheduled and carried out
• Service notifications are delivered timeously
• Maintenance and repairs reconciliations are conducted
• Reduces the costs of maintaining vehicles by analysing and evaluating maintenance requests and applying technical and commercial judgment to make appropriate decisions
• Authorises maintenance requests
• Obtains additional / comparative quotes when deemed necessary
• Makes decisions to actively reduce the downtime of vehicles by facilitating and monitoring the turnaround times on approvals and repairs
• Reviews inspection and technical reports on all breakdowns and repairs of vehicles
• Provides technical advice with regards to breakdowns of the fleet vehicles, conducts inspections of breakdowns and makes cost-effective repair decisions
• Monitors the achievement of results and develops action plans to address issues identified and to improve results
• Monitors and reports on the achievement of call and email response times against agreed targets
• Monitors and reports on the achievement of internal and external SLA targets
• Addresses areas of concerns and puts plans in place to ensure compliance with SLA's

Administration and Reporting

• Compiles and submits reports on proposed maintenance of vehicles and the costs thereof
• Collects and analyses data and statistics to identify gaps and trends, and makes recommendations for improvements in the call centre
• Submits reports on targets achieved, changes implemented and recommended improvements
• Provides feedback and recommendations on identified issues and improvements
• Identifies and implements innovative and proactive solutions to improve the call centre processes
• Investigates and reports findings and recommends preventative measures to internal stakeholders
• Implements effective quality control measures, including call monitoring and feedback mechanisms, in order to maintain high levels of service standards

Stakeholder Management

• Builds effective relationships and communication channels with internal stakeholders
• Manages and maintains key partnerships in order to create opportunities for service enhancements and the creation of business value
• Manages SLA’s with internal and external clients, suppliers, subcontractors and customers
• Provides assistance with rates as requested for tender submissions
• Collaborates closely with all relevant departments to promote and ensure a positive customer experience

International Organisation for Standardisation (ISO) Audit Compliance

• Ensures compliance with ISO audit standards

Budget Management

• Develops the annual Departmental budget
• Monitors expenditure in line with the approved budget and contracts / service level agreements on an ongoing basis
• Ensures strict adherence to the approved budget

People Management

• Manages the unit in line with company policies
• Fosters a suitable and supportive environment conducive to staff development and the achievement of departmental objectives
• Implements staff development and training to achieve the unit and organisational objectives
• Implements performance management and monitors the performance of staff

Qualifications and Requirements

• N3 in Mechanical Engineering/Artisan/ Trade Test/Motor Mechanic
• Qualifications within the technical field (Ideal)
• Valid Drivers License (CODE 14)

Experience

• 5 years in the Automotive Industry
• 2 years in a leadership role

Salary

• Salary will be discussed with the successful candidate

Job Types: Full-time, Permanent

Pay: R123456789,00 per month

Ability to commute/relocate:

• Midrand, Gauteng: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call Center: 7 years (Required)
• Leadership: 2 years (Required)