Call Centre Manager

1 month ago

Cape Town, South Africa Allmed Healthcare Professionals Full time

Key Responsibilities:

Team Management:

  • Recruit, train, and supervise call centre staff.
  • Develop performance goals and objectives for the team.
  • Conduct regular monthly performance evaluations, providing feedback and coaching.
  • Foster a positive and motivating work environment with monthly anonymous staff surveys, assisted by HR.

Operational Management:

  • Oversee day-to-day call centre operations to ensure efficiency and productivity.
  • Develop and implement call centre policies and procedures.
  • Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction).
  • Ensure compliance with all relevant regulations and standards.

Communication and Client Interaction:

  • Communicate daily with Senior Managers, Business Sales Consultants, and Client Supervisors regarding operational and staffing requirements, ensuring effective communication to Operations Consultants for staff placement.
  • Provide written feedback to clients related to operational matters and prepare monthly reports.
  • Ensure consistency in disciplinary processes between clients and our company.
  • Provide information to potential new clients about service offerings and refer to Senior Managers for further engagement and proposal presentation.
  • Follow up with clients quarterly regarding services received as part of a satisfaction index.

Strategic Planning:

  • Assist in the development and implementation of strategic plans for operational activities.
  • Develop strategies to optimize call centre performance and meet business objectives.
  • Analyze call centre data and prepare reports for senior management and business leaders.
  • Plan and manage call centre budget, resources, and staffing levels.

Technology and Systems:

  • Oversee the implementation and maintenance of call centre technologies (e.g., CRM systems, telephony).
  • Ensure call centre systems are up-to-date and functioning properly.
  • Collaborate with IT to troubleshoot and resolve technical issues.

Training and Development:

  • Design and deliver in-service training programs to ensure quality service delivery.
  • Keep the team updated on new products, services, and company policies.
  • Encourage continuous learning and professional development within the team.

Reporting and Analysis:

  • Generate and analyze reports on call centre performance.
  • Identify trends and areas for improvement.
  • Present findings and recommendations to senior management.
  • Provide weekly reports on Supervisors and Consultants.

Incident Management:

  • Manage all staff incidents and refer to Senior Managers, Client Supervisors, or HR as required.
  • Ensure timely and appropriate resolution of incidents.

Collaboration:

  • Work closely with other departments to ensure alignment and support.

Character Traits:

  • Team player and leader
  • Honest and sincere
  • Friendly with a positive attitude
  • Confident and analytical
  • Problem solver and self-motivated

Requirements:

  • High School degree or equivalent
  • Experience working in a call centre or customer-support role
  • Strong active-listening and verbal-communication skills
  • Proficiency in problem-solving
  • Ability to multitask and manage time effectively
  • Good communication skills (both written and verbal)
  • Own reliable transport and a valid drivers license

Working Hours:

  • Monday to Friday, 08:00 to 17:00
  • Overtime as required

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