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Call Centre Manager

3 months ago

Randburg, South Africa iContact BPO Full time

**Job Title**: Call Center Manager

**Key Responsibilities**:
1. Oversee daily call center operations and manage a team of customer service representatives.

2. Analyse call center statistics and data to ensure service levels are met and make recommendations for improvements.

3. Develop and implement strategies to enhance the overall customer experience.

4. Ensure that agents adhere to quality management standards and implement performance management processes to maintain a high level of service.

5. Actively promote people development within the team through regular coaching, training, and mentoring.

6. Build and maintain strong customer relationships while addressing escalations, feedback, and concerns efficiently and effectively.

7. Exhibit strong people management skills, including hiring, training, and managing performance, ensuring a positive and inclusive work environment.

8. Stay up to date with industry best practices and demonstrate knowledge in industrial relations to ensure a fair and supportive workplace.

9. Implement agile methodologies to enhance team adaptability and respond quickly to business needs.

10. Employ multidisciplinary and matrix management techniques to optimize communication, goal alignment, and overall team performance.

11. Create and deliver persuasive presentations to convey important information to staff, stakeholders, and clients.

12. Collaborate with cross-functional departments to ensure smooth operations and continuous improvement throughout the organization.

**Requirements**:
1. Minimum 5 years of experience in customer service or call center management.

2. In-depth knowledge of the BPO industry and its specific challenges.

3. Demonstrated experience in managing and developing high-performing customer service teams.

4. Mastery of customer relationship management practices and a proactive approach to mitigating potential issues.

5. A proven track record of implementing and maintaining quality management systems to meet KPIs and support overall business objectives.

6. Experience in agile project management and the ability to adapt to changing priorities.

7. Familiarity with multidisciplinary management and matrix management techniques to maximize team efficiency and performance.

**Salary**: R35,000.00 - R45,000.00 per month

Ability to commute/relocate:

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