ZMO 15058 - Call Centre Manager

5 days ago

Pretoria, Gauteng, South Africa Professional Career Services Full time
Employer Description Call centre in the Automotive industry based in Pretoria Job Description

Our client is looking for a Call Centre Manager to lead and oversee their dynamic team. The ideal candidate will be responsible for ensuring efficient operations, exceptional customer service and team performance.

Responsibilities:

Sales & Retention

  • Recruit, manage, and retain a high-performing sales & retention team.
  • Monitor KPIs, sales targets, and drive customer service excellence.
  • Identify growth opportunities and implement process improvements.

Efficiencies & Effectiveness

  • Optimize productivity through performance monitoring and best practices.
  • Ensure SLA adherence and streamline operations to enhance efficiency.
  • Lead daily/weekly meetings and collaborate with departments for a smooth workflow.

Manage Team Performance

  • Conduct capacity planning to ensure adequate resources.
  • Motivate and manage teams with clear KPIs and performance tracking.
  • Maintain high morale through engagement activities and incentives.
  • Tracking daily targets and assisting in adjusting strategies as needed.

Reporting & Compliance

  • Provide client updates, track performance and analyze data for insights.
  • Ensure compliance with company policies and regulatory requirements.
  • Optimize processes through automation and workflow improvements.
Qualifications

Bachelors degree in business administration, marketing or a related field.

Skills
  • Uses effective interpersonal and communication skills to gain acceptance of and
    commitment to plans, ideas and initiatives.
  • Makes client and business needs a primary focus.
  • Builds rapport and constructive relationships with stakeholders.
  • Considers how actions or plans will affect the clients requirements and existing
    environment.
  • Implements effective ways to monitor and evaluate client concerns, issues and
    satisfaction.
  • Identifies and distinguishes between critical and less critical activities and adjusts
    priorities according to business impact
  • Uses time effectively and prevents irrelevant issues or distraction from interfering with
    work completion
  • Strong analytical and problem-solving skills, with the ability to identify issues and
    develop effective solution
  • Leadership abilities, with a focus on coaching, mentoring and developing team
    members.
Benefits

Life Insurance
Provident Fund

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