Call Centre Manager

4 days ago

Pretoria, Gauteng, South Africa Top Talent Professional Services Full time

We are seeking a highly skilled and experienced Call Centre Manager to join our team. The ideal candidate will have a proven track record in managing a call centre team and driving excellent customer service.

Duties & Responsibilities
Sales & Retentions
Recruitment, Performance and Retention of staff
Maintain a high level of Customer service when handling call escalations
Sales targets in line with business strategy
Reporting and performance analysis to track an improve performance
Identifying new opportunities within the division

Efficiencies and Effectiveness
Ensure productivity is optimized through the effective management of the entire
campaign, driving best practice
Consistently monitor, review and evaluate team performance to ensure set objectives are met.
Daily and Weekly meetings with teams to ensure cross team alignment and to address issues regarding production
Maintains acceptable work ethics within assigned mandates; keeping teams focused and productive (ensure SLA is being followed).
Assist in identifying, developing, evaluating, implementing or improving new procedures to improve sales and reduce costs

Interact effectively with other departments to ensure smooth running of area.
Ensures application and enforcement of all policies and procedures.
Foster an environment that encourage and rewards innovation and challenges current methodologies with a view to improve efficiencies and effectiveness

Manage Team Performance
Identify through capacity planning, resources that are required
Focus on maintaining high performing retentions and sales teams, that are driven, incentivized and motivated to achieve set targets
Ensure that all employees have KPIs in place to effectively manage performance levels
which adequately reflect expected performance outcomes and defines appropriate
competencies and behaviours of the various roles.
Creates and drives motivation through fun activities/themes.
Effectively communicate any changes to the mandate to team
Management of Absenteeism/Late coming across all teams

Reporting
Provides daily feedback to our Client as and when required.
Adherence to compliance and regulatory requirements
Analyse existing processes and workflows to identify inefficiencies and propose improvements
Interpret data and provide actionable insights to support decision-making and optimise processes through automation.

Competencies Required

5 years + relevant experience

Ability to interact with clients
Target Tracking on daily basis and facilitating in the adaption of the strategy accordingly.
Knowledge of SLA Management/Mandate Policies and Procedures/Panel Rankings/Required Quality Assurance standards.
Ability to use outcomes to adjust and to ensure that targets are met.
Ability to produce and write commentary for Client Reporting (Daily, weekly and monthly)
Excellent People Management Skills to lead a Team (Performance Management, People
Management & motivation skills.)
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 solutions.
Leadership abilities, with a focus on coaching, mentoring, and developing team members.

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