Call Center Manager

3 months ago

Century City, South Africa Telkom Express Feathercom Full time

Your role will include supervising the Feathercom call centre department, assist

in establishing call centre objectives, managing staff, provide agents with

opportunities to expand their knowledge of products and services, assist with

generating and allocating sales leads, analyze call centre data, meeting call

centre revenue targets, and focus on improving performance and processes in

an effort to better support customers.

You will be required to assist with all call centre related marketing

campaigns, using _**Zoho**_, and all other platforms such as social

media, as directed by management.

**Key Performance Areas**:
1. **Call Centre**
- Manage the daily running of call centre operations;
- Supervise call centre staff to ensure that comply with company policies and procedures;
- Conduct morning ignite meetings with call centre staff to ensure motivation levels remain high;
- Conduct regularly individual and team meetings to discuss performance;
- Ensure call centre staff remain up to date with all required Feathercom and Telkom training programs;
- Conduct briefings on new products, devices, and Telkom campaigns to ensure competency levels;
- Monitor and observe call centre agent engagement with prospective customers to maintain professional customer service;
- Monitor and observe call centre agent sales process, to ensure sales are being closed;
- Assist to ensure that call centre agent’s system access are renewed and up to date;
- Conducting effective resource planning to maximize the productivity of resources _(people, technology, infrastructure etc.)_
- Collecting and analyzing call-centre statistics _(sales, costs, customer service metrics etc.)_
- Ensure all relevant communications and consumer data are updated and recorded;
- Ensure call centre agents are following all relevant Telkom policies and FICA requirements;
- Advise clients on products and services as and when required;
- Assist with customer query management as and when required;
2. **Social Media**
- Ensure Feathercom social media accounts are created and maintained such as Facebook, Instagram etc.
- Ensure all social media marketing are aligned and updated with Telkom campaigns;
- Develop and manage advertising campaigns;
- Link all social media marketing campaigns to Zoho CRM;
- Ensure that all social media sales leads are linked to Zoho CRM;
- Manage and distribute all social media leads to call centre agents;
- Ensure real-time responses to customers on social media;
- Manage all customer comments and reviews submitted through our social media channels;
- Investigate and resolve any customer complaints lodged through our social media platforms;
- Ensure that social media accounts remain active with campaigns and applicable telecommunication content to keep customers engaged;
- Ensure continuous improvements to maximize on social media sales channels;
3. **Stock Management**
- Assist with planning and forecasting of store stock requirements.
- Conduct stock takes as per stock process.
- Follow the company IBT process between stock department, sender, and receiver.
- Manage and control all stock, variances / losses, and report any irregularities to the Stock department.
- Tracking of stock orders as per the stock management process as well as follow escalation protocols.
- Ensure all handset stock are always secured in time delayed safe.

4. **General**
- Attend all Telkom trainings and operational meetings as required.
- Maintaining good relationships with all company stakeholders

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Century City, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High School (matric) (preferred)

**Experience**:

- Call Center Manager: 2 years (required)

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