Call Centre Manager

The institution is looking to hire a **CALL CENTRE MANAGER** who will be responsible for leading our call center team. who will be responsible for providing guidance, training and mentorship while ensuring targets are exceeded.

**The role includes but not limited to**:

- Daily management of student advisors
- Sound lead management skills
- Ensuring targets are met.
- Managing performance and activities against these targets
- Planning areas of improvement and development
- Ensuring all enquiries are carried out within the prescribed timelines.
- Monitor, analyze and plan improvements for team performance.
- Able to train, coach and mentor your team and potentially other team members in the business.
- Effectively performance manage the team when required, which includes both informal and formal methods of performance management.
- Liaising with various stake holders to gather information and resolve issues.
- Maintaining up-to-date knowledge of industry developments
- Monitoring random customer engagements to improve quality, minimize errors and track operative performance.
- Reviewing the performance of staff, identifying training needs and planning training sessions.
- Ensuring the delivery of high standards of service to customers
- Ensuring that you can handle the most complex customer complaints or enquiries in a calm, solution-driven manner.
- Ensuring that the sales team have the knowledge and skills to answer customers’ enquiries, as well as when to request support or escalate problems quickly and effectively.
- Recruiting, training, managing, and monitoring agents so that they have the skills and knowledge to meet customer service or outbound sales objectives.
- Training programs to ensure that agents have good product and service knowledge, as well as customer handling skills.
- Onboarding of new agents
- Understand company offering.
- Understand systems and processes.
- Development of existing agents in line with clear development plans
- Ensuring all team members are fully trained on the latest promotions being offered.
- Drive continuous agent and team development.
- Drive continuous improvements of the systems and processes to improve sales.

**Knowledge/Skills**
- Very strong communication skills in English with fluency in other languages being preferable.
- Ability to analyze data and use the findings to improve efficiency within the team and business.
- Confident and target driven.
- Has high attention to detail.
- Able to work independently.
- Ability to function in a highly pressurized, yet well supported environment.
- Deliver excellent customer service.

**Experience**:

- Minimum two years’ experience leading a sales team.
- Willing to work weekends and overtime during our peak marketing periods.

**Qualification**:

- Bachelor's degree in Marketing or a related field

Ability to commute/relocate:

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