Call Centre Manager

2 weeks ago

Elandsfontein, South Africa Staff Solutions Recruitment Full time
Educational Qualifications:
  • Degree or Diploma Business Management or related field.
Experience:
  • 5 years management experience in a Call Centre environment
Knowledge and Required Skills:
  • Computer Literacy (MS Office Suite).
  • Knowledge of SAP ERP Systems.
  • CRM platforms (Salesforce advantageous)
  • Knowledge of BI Platforms
  • Familiar with Social platforms & complaints handling
  • Knowledge of Call Centre Management systems.
Duties:
  • People Management: Build & maintain a solid & respectful relationship with each individual who is part of the call centre structure.
  • Document performance agreements for each direct report.
  • Intra-day & real-time (hourly) monitoring of KPIs.
  • Daily extraction & distribution of team KPI stats.
  • Daily monitoring and documented coaching of under-performers.
  • Deep dive into root cause of why KPI/target is not met and address immediately (involve Training.
  • QAs, Manager, and relevant stakeholders, if needed).
  • Weekly documented coaching/feedback on CLOs performance.
  • Ensure JD, KPI, expected standards are imbedded.
  • Performance Management of CLOs.
  • Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
  • Ensure frequent engagement and alignment on daily expectation.
  • Ensure that the team meets productivity targets daily.
  • Conduct remote live listens of at least 3-5 calls per week per CLO area.
  • Conduct required performance reviews and set SMART goals and objectives.
  • Manage, Motivate, Coach and Develop direct reports.
  • Celebrate success and recognize the contributions of all team members.
  • Assist in championing the need for continuous improvement.
  • Ensure each CLO reads, clarifies & applies communication.
  • Ensure pro-active scheduling of training activities.
  • Conduct crucial conversations (difficult discussions)
  • Apply progressive performance management, if applicable
  • Work closely with the HR Team to comply to the Basic Conditions of Employment Act (BCOE) & Labor Relations Act (LRA).
  • Document all performance related discussions.
  • Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with company core Values.
  • Ensure accurate, valid & complete records as input to Disciplinary Enquiries.
  • Customer Liaison Management: Ensure high standards of product knowledge and adherence to documented processes.
  • Monitor and manage the resolution of customer complaints within the CRM platform.
  • Be available to the team to assist with irate customers or customer complaints (if on break, organize a floor
    worker/stand in)
  • Take full ownership to resolve an escalated query (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
  • Drive a customer first culture across the team.
  • Provide timeous feedback to customers on order delays.
  • Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
  • Stay up to date with the relevant information and knowledge of all company products, policies, procedures and processes.
  • Internal Liaison and Execution: Manage backorders on a continual basis.
  • Provide timeous feedback to customers on order delays.
  • Ensure that the team meets productivity targets daily. (Number of calls per person, orders captured, queries
    resolved, follow up calls and engagements).
  • Provide input to weekly & monthly reports as required by the Line Manager.
  • Manage internal stakeholders by sharing update on open orders and status of potential failures, complains
    and open order report.
  • Governance & Compliance: Conform and adhere to Health and Safety standards as per legislative requirements.
  • Establishes and maintains effective working relationships through collaboration with stakeholders and relevant interests.
  • Report any health and safety concerns/incidents in the workplace to the manager / health and safety representative.
  • Ad hoc and stand in duties as requested by Line Manager.
  • Manages relationships in accordance with policies, procedures, and legal requirements.
  • Document or save communication and orders accordingly for follow up and compliance purposes.
  • Call Centre Performance Management & Reporting:
  • Provides advice and guidance to Management on internal stakeholder related matters.
  • Implements and monitors the stakeholder management systems. (Reporting)
  • Ensures the effective, efficient, economical and transparent use of financial and other resources.
  • Contributes to the budget preparation process.
  • Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
  • Acknowledgement & publicizing achievements of excellent performers.
  • Visible display and management of performance and progress

  • Call Centre Manager

    2 weeks ago

    Elandsfontein, South Africa Adzuna ZA B C2 Full time

    Educational Qualifications:Degree or Diploma Business Management or related field.Experience:5 years management experience in a Call Centre environmentKnowledge and Required Skills: Computer Literacy (MS Office Suite).Knowledge of SAP ERP Systems.CRM platforms (Salesforce advantageous)Knowledge of BI PlatformsFamiliar with Social platforms & complaints...

  • Senior Call Centre Manager

    2 weeks ago

    elandsfontein, South Africa Adzuna ZA B C2 Full time

    Senior Call Centre Manager Elandsfontein, Gauteng R65 000 to R69 000 CTC We are seeking a Call Centre Manager to lead our high-performance team of Customer Liaison Officers (CLOs). This role focuses on delivering exceptional inbound and outbound CRM support to internal and external stakeholders. Key responsibilities include monitoring daily operations,...

  • Senior Call Centre Manager

    2 weeks ago

    elandsfontein, Gauteng, South Africa West Coast Personnel Full time

    Senior Call Centre Manager Elandsfontein, Gauteng R65 000 to R69 000 CTC We are seeking a Call Centre Manager to lead our high-performance team of Customer Liaison Officers (CLOs). This role focuses on delivering exceptional inbound and outbound CRM support to internal and external stakeholders. Key responsibilities include monitoring daily...

  • Customer Liaison Officer

    4 weeks ago

    Elandsfontein, South Africa Abantu Staffing Solutions Full time

    **REQUIREMENTS**: - Grade 12 or equivalent - At least 2 -3 years call centre and customer service experience - IT literate - Ms Excel, Sales Force and SAP **RESPONSIBILITIES**: - To ensure smooth sales operation and satisfactory customer service to all customers (internal and external) - **Order Processing** - Contacting customers daily as per calling...

  • Customer Liaison Officer

    4 weeks ago

    Elandsfontein, South Africa Abantu Staffing Solutions Full time

    **Job Title **:Customer Liaison Officer**Employment Type **:Full Time**Experience **:2 to 3 years**Salary **:R15000 to R17000**Job Published **:24 November 2023**Job Reference No. **:2782137984**REQUIREMENTS**: - Grade 12 or equivalent - At least 2 -3 years call centre and customer service experience - IT literate - Ms Excel, Sales Force and...

  • Customer Liaison Officer

    2 weeks ago

    Elandsfontein, Gauteng, South Africa Abantu Staffing Solutions Full time

    Job Title :Customer Liaison OfficerEmployment Type :Full TimeExperience :2 to 3 yearsSalary :R15000 to R17000Job Published :24 November 2023Job Reference No :REQUIREMENTS: Grade 12 or equivalent At least 2 3 years call centre and customer service experience IT literate Ms Excel, Sales Force and SAPRESPONSIBILITIES: To ensure smooth sales operation and...

  • Chief Operations Officer

    4 days ago

    Elandsfontein, South Africa You Choose Recruit Full time

    A worldwide courier and logistics company requires a competent and energetic individual to fill the above position at the Elandsfontein head office. The successful incumbent will be based at Elandsfontein and will report to the Managing Director and will assume the full responsibility for all South African & Namibian operations. Main Responsibilities: -...

  • Earthmoving Workshop Manager

    4 weeks ago

    Elandsfontein, South Africa BULK MACHINE HIRE PTY LTD Full time

    EARTHMOVING WORKSHOP MANAGER Bulk Machine Hire is a company that provides surface mining expertise and services to the mining and construction industries. We are looking to hire a qualified workshop Manager with mostly BELL and HITACHI earthmoving equipment experience. Minimum Requirements: (attach certified documents) 1. Must have minimum of TEN...

  • Chief Operations Officer

    2 weeks ago

    Elandsfontein, Gauteng, South Africa You Choose Recruit Full time

    A worldwide courier and logistics company requires a competent and energetic individual to fill the above position at the Elandsfontein head office. The successful incumbent will be based at Elandsfontein and will report to the Managing Director and will assume the full responsibility for all South African & Namibian operations.Main Responsibilities:...

  • Warehouse Planner

    4 weeks ago

    Elandsfontein, South Africa MAN Automotive (South Africa) (Pty) Ltd Full time

    Analyse data using descriptive and inferential statistical techniques. - Identify and assess trends, patterns and abnormalities in large data sets. - Prepare daily/weekly/monthly performance reports. - Derive recommendations for performance improvement. - Analyse spare parts supply chain processes. - Identify areas of efficiency improvements. - Lead...

  • External Sales Representative

    4 weeks ago

    Elandsfontein, South Africa F and G Sourcing Specialist Full time

    Our Industrial Battery Client is currently looking for a Technical External Sales Rep based in Elandsfontein Knowledge, skills & abilities - Essential customer service and communication skills - Valid driver’s license - Computer literate: MS Office - Well-spoken and presented (fluent in English) - Persuasive, persistent and result driven Purpose To...

  • External Sales Representative

    3 weeks ago

    Elandsfontein, South Africa F and G Sourcing Specialist Full time

    Our Industrial Battery Client is currently looking for a Technical External Sales Rep based in Elandsfontein Knowledge, skills & abilities - Essential customer service and communication skills - Valid driver’s license - Computer literate: MS Office - Well-spoken and presented (fluent in English) - Persuasive, persistent and result driven Purpose To...

  • Warehouse Planner

    2 weeks ago

    Elandsfontein, Gauteng, South Africa MAN Automotive (South Africa) (Pty) Ltd Full time

    Analyse data using descriptive and inferential statistical techniques. Identify and assess trends, patterns and abnormalities in large data sets. Prepare daily/weekly/monthly performance reports. Derive recommendations for performance improvement. Analyse spare parts supply chain processes. Identify areas of efficiency improvements. Lead warehouse...

  • Head of Operations

    3 weeks ago

    Elandsfontein, South Africa Sulzer Full time

    Head of Operations - SPZA **Sulzer is a leading engineering company with a proud heritage of innovation. Join our global team to grow your expertise and develop innovative solutions that enable a prosperous and more sustainable society.** Join our Service Centre Management Department in South Africa as Head of Operations - SPZA to oversee the operational...

  • Sales Representative

    2 weeks ago

    Elandsfontein, Gauteng, South Africa CBI - electric Full time

    The role entails evaluating target segments for addressable opportunities, getting an introduction to pitch the solution, evaluate the customer energy management needs, the implications of their energy supply and demand, the impact energy of regulation and incentive programmes on their businesses, and bring an understanding the competitive space to most...

  • Category Specialist

    7 days ago

    Elandsfontein, South Africa De Beers Group Full time

    **Company Description** DE BEERS GROUP** People. Process. Performance. You enjoy gathering data and analysing it to provide context and direction for executive-level decisions about where we should be looking to play and invest. Come and be part of our team. We’re shaping the future of a global business with an innovative mindset and a fascinating...

  • Category Specialist

    7 days ago

    Elandsfontein, South Africa De Beers Group of Companies Full time

    **Company Description - DE BEERS GROUP** People. Process. Performance. You enjoy gathering data and analysing it to provide context and direction for executive-level decisions about where we should be looking to play and invest. Come and be part of our team. We’re shaping the future of a global business with an innovative mindset and a fascinating...

  • Category Specialist

    2 weeks ago

    Elandsfontein, Gauteng, South Africa De Beers Group Full time

    Company Description DE BEERS GROUP**People. Process. Performance.You enjoy gathering data and analysing it to provide context and direction for executive-level decisions about where we should be looking to play and invest.Come and be part of our team. We're shaping the future of a global business with an innovative mindset and a fascinating product.We're the...

  • Category Specialist

    2 weeks ago

    Elandsfontein, Gauteng, South Africa De Beers Group of Companies Full time

    **Company Description DE BEERS GROUP**People. Process. Performance.You enjoy gathering data and analysing it to provide context and direction for executive-level decisions about where we should be looking to play and invest.Come and be part of our team. We're shaping the future of a global business with an innovative mindset and a fascinating product.We're...