The HEINEKEN Company ★ 3.4

Report to: National Contact Center Manager

PURPOSE OF THE JOB
The Outbound Manager is responsible for the overall day-to-day operational performance and of the Contact Center under his/her control. In constant consultation and alignment with the National Contact Center Manager, he takes decisions regarding the people, the process, the technology and the customers that are part of the call centre and the future strategy and development of the centre. Typically, the Outbound Manager is usually the person who liaises with other depaRTCents such as HR, field Sales or Marketing depaRTCents. Outbound Manager is responsible for driving/ monitoring performance / achievement of set objectives (targets / KPIs) for the centre.

KEY ACCOUNTABILITIES
1) Sales Performance Review
• Translating the businesses short, medium and long strategy into deliverable objectives and pursue it with energy.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Responsible for setting / driving/ monitoring performance / achievement of set objectives (targets / KPIs)
for the centre
• Ensure regular review of performance and device means of ensuring performance is always up to
standard.

2) People Development & Motivation for Better Performance
• Responsible for the development, recruitment and coaching of all the people reporting to the office.
• Motivation, welfare, wellbeing and creating a good environment for Team to operate freely and
harmonious relation within and with external customers is part of the responsibilities of a CHM
• He is expected to guide, direct and motivate team to do better and improve on the current performance
level.
• Provide coaching/training and orientation for both existing and new recruits to deliver high-quality
customer service
• Developing a culture where training and development are part of the team, identifying actions and
working with trainers to ensure the skills and knowledge are developed effectively.
• Contribute to the design and implementation of Change Programmes and Projects which impact the
contact centre

3) Management of Fulfilment Agents
• Follow up with ASMs, ascertain fulfilment agent daily stock from time to time so as to ensure orders are
created based on availability and fulfilment is guaranteed
• Plan and anchor Contact Hub weekly dashboard review with regional management teams to diagnose,
shape and prescribe solutions to challenges associated with fulfilment agent’s activities.
• Plan and coordinate the reservation of stocks for TSR to meet customers’ demands
• Remotely collaborate with Regional team to foster good relationship with Fulfilment agents to ensure
OTIF order delivery.
• Ensure effective redistribution of stocks from fulfilment agents to as many customers as possible to
drive growth of call effective and customer with purchase KPIs.
• Collaborate with the Distributor Accounts Executive in the Contact Hub to ensure products delivered to
the Fulfilment Agents are monitored closely for Contact Hub to get its fair share regularly.
• Build strong ties with CC Admin, Inbound/outbound Supervisors and the field team to gather
information about Fulfilment Agents activities and resolve issues OTIF as may be necessary.

4) Sales Personnel Management
• Responsible for the management and coordination of the entire Contact Hub Team members to deliver
on their assigned roles
• He takes the lead with the support of NCC Manager in the assignment of Sales Areas to
Inbound/outbound Supervisors for clarity of purpose and target setting.
• Ensures each team member executes the minimum call standards and effectiveness with every calling
activities made.
• Facilitates alignment with the Regional team the allocation of STLs & TSRs to Sectors & Sections
considering capacities and sensitivities towards achieving adequate coverages.
• Drives and steers the entire team towards achievement of each Sales Area’s volume and other KPIs
• Oversees the daily morning steering the frontline meetings as it concerns the Contact Centre
• He needs to ensure he follows through with processes and procedures that ensures the welfare of CCA,
Inbound/outbound Supervisors and TSRs are taken care of.
• Develop an annual team Leave Plan in conjunction with the CCLs and ensure strict adherence to the
execution as planned
• Drive team to foster collaboration and ensure that the right disciplinary procedures are followed for any
defaulting members in line with NB HR policy
• CHM is responsible for workflow request creation for CCA & Inbound/outbound Supervisors on MyHR as
well as on other relevant company database and platforms
• The Outbound Manager will ensure that through their team, customers receive a friendly, professional
and consistently high-quality service helping to resolve various queries, close any sales enquiries, identify
up sell, cross sell and get it right first time

5) Coaching for Performance
• Develop Team members to become better personnel through delegation, coaching and mentorship.
• Perform Mid-Year and End of Year Assessment for team members in line with NB HR guidelines and
policies
• Provide inspiring leadership to the Contact Hub team, take care of their development needs and provide
periodic coaching to develop excellent and productive personnel and effective coverage of Distributors.
• Promote teamwork, knowledge sharing and healthy competition among team members.
• Help in resolving issues raised by the TSR regarding challenges.
• Coach team on better ways of making sales presentations to Outlets in order to drive more sales.

6) Retail/ Point of Sales Management
• Ensure adequate coverage of all tier 4 – 5 / outlets assigned to the Contact Hub coverage Sales Area in
line with the RTC coverage standards. Must ensure that all visable outlets are adequately covered across
the geographical coverage Area.
• Ensure that all Inbound/outbound Reps & Inbound/outbound Supervisors call their outlets in compliance,
based on their call lists to drive effectiveness and ensure improved service to customers in line with
standards based on the RTC Standard operating procedures.
• Suggests the selection of efficient fulfilment Agents for delivery of sales Orders to customers.
• Follow up with Regional team to ensure all Sales Orders as generated by Inbound/outbound Reps for
customers are delivered OTIF.

7) Company Asset Management
• To ensure that the company assets assigned to the CHM and the team members are not abused
• Report all stolen, loss or damage assets in line with standards of the company.
• Ensure follow up approval for all role creation for the Contact Hub in MyHR
• Facilitate the routine Inspection of all assets within the centre and make concerted efforts to repair and
maintain where necessary by the CC Admin.
• Facilitate unexpected check on working tools like Laptops and headsets for operations
• Query any abuse and institute disciplinary action where a personnel is found wanting in line with NB HR
policy in order to shape behaviour.

8) Reporting and Feedback
• Review and analyse daily & other routine reports towards insights driven initiatives & informed
judgements
• Track and monitor the MTD performance of TSR and TSR Supervisor
• Routine CC dashboard Update/ reporting and review with the aim of steering performance
• Routine check on fulfilment agent stock
• Prepare performance reports, regular review with stakeholders and report updates on key issues to the
management.

9) Other Accountabilities
• Must display right attitude to portray the company’s image.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Cascade and drive adherence to company P&P and regulations by all the team members.
• He would work with some team leaders, assistants & managers who would be reporting to them.