Call Centre Manager
2 weeks ago
The Manager:
Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.
Duties:
_Omnichannel Customer Interaction Management_
- Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
- Ensure seamless and consistent customer service across all channels,
_ Operational Leadership_
- Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
- Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels.
_ Technical Expertise and Product Ownership_
- Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency.
_ Customer Experience and Self-Service Advancement_
- Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels.
- Promote and develop selfservice options to empower customers and reduce dependency on direct call centre engagement
_ Cost Management and Efficiency_
- Strategise and implement costsaving and efficiencyimproving measures without compromising service quality across all.
- Identify and rectify inefficiencies within call centre operations, ensuring a streamlined and costeffective service model. People Management and Leadership
- Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability.
- Ensure the supervisory team is wellorganised, performancedriven, and adept at handling escalations and complex customer interactions across various communication channels.
_ Supervisory / Leadership / Managerial_
- Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries across various channels such as voice, chatbot, social media, and WhatsApp.
- Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators such as call volume reduction, first call resolution, Average Wait Time (AWT), Customer Satisfaction (CSAT), and occupancy rates.
- Implement a robust framework for monitoring and enhancing performance across all customer interaction channels, fostering a culture of continuous improvement.
- Cultivate a workplace environment that prioritises professionalism, commitment, and a customercentric approach, encouraging team members to take ownership of customer experiences.
- Invest in the ongoing development and career progression of team members, identifying and nurturing future leaders within the contact centre, and ensuring a pipeline of talent to sustain operational excellence.
Requirements:
_Education:
_
- Minimum of 3year relevant degree/diploma
- Diploma in Information Technology, Computer Science, Engineering, advantageous
_ Experience:
_
- Minimum of 8 years' experience in managing a call centre
- Must have managed a call centre with over 60 agents.
- Familiarity with software systems, processes and controls used in call centre
- Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
- Team Leadership & Development: Decisionmaking, collaboration, communication, interpersonal understanding and conflict management skills
- Principles of Workforce Management &
Staff Scheduling:
Understanding of business cycles and forecasting staff requirements
- Analytical Thinking: Problemsolving and reasoning skills
- For more information please contact:
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Pollock and Associates Full timeCall Centre Manager Call Centre BPO ~ ManufacturingJohannesburg East, Johannesburg - Gauteng - South AfricaAre you ready to lead a dynamic team that provides world-class customer service? We are seeking a skilled Call Centre Manager to oversee our clients Inbound and Outbound CRM support operations within the manufacturing sector. Reporting directly to the...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Peermont Global SA Full timeDate:8 Feb 2024Location: Emperors Palace, ZACompany:Peermont Global (Pty) LtdJob Purpose To manage the peermont call centre section and maintaining professional relationships with guests through ongoing excellent customer serviceQualifications MatricMinimum Requirements 5 years plus experience in Management of Call Centres Customer Service experience...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Measured Ability Group Holdings Full timeSouth Africa - Gauteng, Johannesburg - South (Soweto / Orange Farm) R R Annually Cost To CompanyOur client in the Financial Services arena seeks a senior Call Centre Manager with solid outbound exp to head up their Distribution Call Centre. Degree in Business or related Minimum of 9 years' experience within the Financial ServicesIndustry/Short-Term insurance...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Ferva Business Partners Full timeRole OverviewThe Call Centre Manager will be responsible for overseeing daily operations, ensuring exceptional customer service, and driving performance to meet organisational goals. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for delivering outstanding customer experiences.Team Leadership:...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Afrizan People Intelligence Full timeOur client in the call centre industry is looking for a manager to join their dynamic team who will be overall responsible for the call centre business unit in South Africa, working in close cooperation with international clients.Responsibilities Responsible for our new call centre in Johannesburg, South Africa Ensure the business unit further develops its...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Eltel Full timeMission/Core Purpose of the Job:As the Call Centre Manager, your core mission is to lead and enhance the operations of our Contact Centre, ensuring exceptional customer service while optimizing operational efficiency and cost-effectiveness. You will play a pivotal role in driving first-rate customer experiences, fostering a culture of continuous improvement,...
-
Call Centre
2 weeks ago
Johannesburg, Gauteng, South Africa Isilumko Staffing Full timeWe are seeking an energetic, well-spoken Call Centre Agent with Customer Service experience to join our client on Ad Hoc Basis.RequirementsMust have Matriculated.Must have at least 4 years' experience working in a Call Centre or done Customer Service.Must be able upsell.Must be computer literate.Must stay Close to Sandton.Must be...
-
Call Centre
2 weeks ago
Johannesburg, Gauteng, South Africa Isilumko Staffing Full timeWe are seeking an energetic, well-spoken Call Centre Agent with Customer Service experience to join our client on Ad Hoc Basis.RequirementsMust have Matriculated.Must have at least 4 years' experience working in a Call Centre or done Customer Service.Must be able upsell.Must be computer literate.Must stay Close to Sandton.Must be...
-
Call Centre Agent
2 weeks ago
Johannesburg, Gauteng, South Africa Salt Employee Benefits Full timeThe Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and...
-
Call Centre Staff
2 weeks ago
Johannesburg, Gauteng, South Africa Featherway Recruiting Full timeInsurance Call Centre StaffReports to: Call Centre ManagerStart date:ASAPRemuneration: R 7500 and commissionEstablished brokerage requires experienced call centre staff, to warm up new business leads and assist broker in distributing various insurance products Long term, Short term and Medical.Requirements: Strong communication skills both written and...
-
Call Centre Supervisor
2 weeks ago
Johannesburg, Gauteng, South Africa Talentcru Full timeOur client in the telecommunications industry is hiring for a Call Centre Supervisor for a limited 3-6 month contract with possible extension.Role Overview:Responsible for the performance and output of the Service Centre Consultants to drive operational service delivery. The candidate will be allocated a specific team of consultants (up to 20) for a specific...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa HeadHunters Full timeReference PE002318/LSLocation Gauteng, JHB Eastern SuburbsSalary Interval MonthlyPackage NonenegotiableDescriptionOur client in the Manufacturing industry is currently looking to employ a Call Centre Manager based in Elandsfontein, Gauteng.**A wonderful career opportunity awaits you.Requirements: Degree or Diploma in Business Management or related field. 5...
-
Call Centre Supervisor
2 weeks ago
Johannesburg, Gauteng, South Africa TalentCru Full timeOur client in the telecommunications industry is looking for a Call Centre Supervisor for a contract duration of 3 to 6 months with a potential extension.Role Overview:Responsible for overseeing the Service Centre Consultants to ensure efficient service delivery. The chosen candidate will be in charge of a specific team of consultants (maximum of 20) working...
-
Sportsbook Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Initiate International Full timeWe have an exciting career opportunity for a fun and dynamic Sportsbook Call Centre Manager to join a leading gaming operator in Johannesburg If you're passionate about gaming, love working with people, and have a knack for solving problems, then this could be the perfect job for you If you're up for the challenge and want to be part of a dynamic team, get...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Esteem Recruitment Full timeOur Client, a lead a well renowned gaming industry seeks a Call centre manager to have online gaming experienceVoice Portfolio. Responsible for systems and process management, operations management, cost management, resource management, shift management, compliance, efficiency management and service excellence for these teams.Minimum Requirements: Matric...
-
Call Centre Supervisor
2 weeks ago
Johannesburg, Gauteng, South Africa Adcorp Holdings Full timeSynopsisOur client in the telecommunications industry is hiring for a Call Centre Supervisor for a limited 3-6 month contract with possible extension.Role Overview:Qualification and Experience National Senior Certificate/Grade 1 Relevant Degree/ 3 Year Diploma or Equivalent Experience 58 Years Service Centre Team Leader Experience Knowledge of People...
-
Head Of Sales Call Centre
2 weeks ago
Johannesburg, Gauteng, South Africa Pollock And Associates Full timeReporting directly to the CEO, you will play a crucial role in making a Call Centre operationally efficient and successful. Are you an experienced leader with a proven track record of driving sales performance in a call centre environment? You will have extensive experience in managing a sales force/call centre of over 450 seats. You will be required to take...
-
Call Centre Agent
4 weeks ago
Johannesburg, Gauteng, South Africa Jobking Full timeCall Centre Agents RequiredThis position is open to candidates based preferably in the South of Johannesburg.Candidates that meet the following criteria need only apply:Matric EssentialCandidates are required to have a strong command of the English LanguageAt least one year's Sales experience within the Call Centre EnvironmentAbility to drive salesCold...
-
Call Centre Agent
2 months ago
Johannesburg, Gauteng, South Africa Jobking Full timeCall Centre Agents RequiredThis position is open to candidates based preferably in the South of Johannesburg.Candidates that meet the following criteria need only apply:Matric EssentialCandidates are required to have a strong command of the English LanguageAt least one year's Sales experience within the Call Centre EnvironmentAbility to drive salesCold...
-
Call Centre Manager
2 weeks ago
Johannesburg, Gauteng, South Africa Abantu Staffing Solutions Full timeJob Title :Call Centre ManagerEmployment Type :Full TimeExperience :3 to 5 yearsSalary :R750000 to R850000Job Published :08 April 2024Job Reference No :REQUIREMENTS: Diploma/ Degree in Business Management 5 years management experience in a Call Centre environment Windows 7 proficient (Word, Excel, Powerpoint) Proficiency in three or more of the 11 official...