Call center Operations manager

6 days ago

Johannesburg, South Africa B Lion Business Consulting Services Full time

This is a full-time remote role for a Call Centre Operations Manager. The Call Centre Operations Manager will oversee day-to-day operations to ensure smooth functioning and efficiency of the center. Responsibilities include supervising and developing team leaders, analyzing performance metrics, implementing strategies to improve service delivery, and ensuring compliance with company policies. The role requires proactive problem-solving to address customer service challenges and ensure a high-quality customer experience while achieving operational goals.

Qualifications
Strong leadership and team management skills, with experience in supervising and training staff
Proficiency in customer service operations, communication, and performance analysis
Recruitment of new staff members
Ability to implement strategies and drive improvements in processes and efficiency
Proficiency in call center software and tools, as well as familiarity with CRM systems
Strong analytical and problem-solving skills
Excellent time management and organizational skills
A bachelor's degree in business administration or a related field is preferred
Prior experience in a call center management or operations role is an advantage

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