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Call Centre Manager
2 weeks ago
Job Title:
Call Center Manager
Key Responsibilities:
- Oversee daily call center operations and manage a team of customer service representatives.
- Analyse call center statistics and data to ensure service levels are met and make recommendations for improvements.
- Develop and implement strategies to enhance the overall customer experience.
- Ensure that agents adhere to quality management standards and implement performance management processes to maintain a high level of service.
- Actively promote people development within the team through regular coaching, training, and mentoring.
- Build and maintain strong customer relationships while addressing escalations, feedback, and concerns efficiently and effectively.
- Exhibit strong people management skills, including hiring, training, and managing performance, ensuring a positive and inclusive work environment.
- Stay up to date with industry best practices and demonstrate knowledge in industrial relations to ensure a fair and supportive workplace.
- Implement agile methodologies to enhance team adaptability and respond quickly to business needs.
- Employ multidisciplinary and matrix management techniques to optimize communication, goal alignment, and overall team performance.
- Create and deliver persuasive presentations to convey important information to staff, stakeholders, and clients.
- Collaborate with cross-functional departments to ensure smooth operations and continuous improvement throughout the organization.
Requirements:
- Minimum 5 years of experience in customer service or call center management.
- In-depth knowledge of the BPO industry and its specific challenges.
- Demonstrated experience in managing and developing high-performing customer service teams.
- Mastery of customer relationship management practices and a proactive approach to mitigating potential issues.
- A proven track record of implementing and maintaining quality management systems to meet KPIs and support overall business objectives.
- Experience in agile project management and the ability to adapt to changing priorities.
- Familiarity with multidisciplinary management and matrix management techniques to maximize team efficiency and performance.
Salary:
R35, R45,000.00 per month
Ability to commute/relocate:
- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
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