Call Centre Manager

4 weeks ago

Midrand, South Africa Mobify Tracker Full time

**Job Title**: Manager of Call Centre Customer Services

**Subsidiary**: MobifyTracker PTY LTD

**Location**: Midrand

**Job Type**: Full-Time

We are seeking a highly skilled and motivated individual to join our team as a Manager of Call Centre Customer Services. As the Manager, you will be responsible for overseeing the day-to-day operations of our call center and ensuring exceptional customer service experiences for our clients. This is an excellent opportunity for someone with strong leadership abilities and a passion for delivering excellent customer service.

**Responsibilities**:

- Lead, coach, and develop a team of customer service representatives to ensure they meet or exceed performance goals
- Establish and maintain efficient call center operations, including monitoring and optimizing service levels, call quality, and customer satisfaction
- Develop and implement customer service strategies and initiatives to enhance the overall customer experience
- Analyze call center metrics and performance data to identify areas for improvement and implement corrective actions
- Collaborate with other departments to address customer issues, escalations, and process improvements
- Develop and maintain call center policies, procedures, and training materials
- Stay up-to-date with industry trends and best practices in customer service and call center management

**Qualifications**:

- Bachelor's degree in business administration, communication, or a related field (or equivalent work experience)
- Minimum of 5 years of experience in call center management or customer service leadership role
- Proven track record of achieving and exceeding performance targets and KPIs
- Strong leadership and coaching skills with the ability to motivate and inspire a team
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Proficiency in call center software and customer relationship management (CRM) systems
- Knowledge of customer service principles and practices
- Ability to work in a fast-paced environment and handle multiple priorities

**How to Apply**:
Ability to commute/relocate:

- Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Managerial: 2 years (required)

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