Maintenance Call Center Manager

2 weeks ago

Midrand, South Africa Afrirent Auto Full time

Are you a Call Center Manager with technical experience looking on joining a fastest growing group of companies? Afrirent Holdings is looking for a Call Center Manager to oversee and optimize the operations of a call center dedicated to handling maintenance-related inquiries, service requests and other issue.

**Duties and Tasks**
- Ensuring that calls are answered promptly, and service levels are met, which involves monitoring response times and call abandonment rates.
- Overseeing call centre agents, including their training, scheduling, and performance evaluations.
- Measuring and improving customer satisfaction through effective issue resolution and service quality.
- Ensuring that calls are handled professionally, accurately, and in compliance with company policies and industry regulations.
- Managing the budget, optimising resources, and reducing operational costs such as over time, obtaining goodwill from OEM’s where possible.
- Analysing call centre data to identify trends, issues, and opportunities for improvement.
- Implementing and refining maintenance call centre processes to enhance efficiency and effectiveness.
- Generating reports and tracking key performance indicators to monitor and improve call centre performance

**Knowledge**

The expectation of the Maintenance Call Centre Manager would require a combination of technical knowledge and managerial skills. The specific requirements may vary depending on the industry and organization, but here are some key areas of job knowledge required:

- Technical Knowledge:

- Understanding of the maintenance processes and procedures related to the products or services the call centre supports.
- Familiarity with the equipment, machinery, or systems that require maintenance.
- Knowledge of common maintenance issues, troubleshooting techniques, and solutions.
- Customer Service:

- Proficiency in customer service principles and best practices.
- Ability to handle customer complaints, inquiries, and requests effectively.
- Knowledge of how to improve customer satisfaction and maintain service levels.
- Team Management:

- Leadership skills to oversee a team of call centre agents and possibly maintenance technicians.
- Knowledge of performance management, coaching, and training to ensure the team's success.
- Technology:

- Proficiency in using call centre software and maintenance management systems.
- Knowledge of data analysis and reporting tools to track key performance metrics.
- Problem-Solving:

- Ability to identify maintenance issues, prioritize them, and find effective solutions.
- Knowledge of root cause analysis and continuous improvement methodologies.
- Budgeting and Resource Management:

- Understanding of budgeting and resource allocation to optimize maintenance processes.
- Ability to manage costs while maintaining service quality.
- Documentation:

- Maintaining accurate records of maintenance requests, actions taken, and outcomes.
- Keeping track of service agreements, warranties, and equipment history.
- Reporting and Analysis:

- Proficiency in generating and interpreting reports related to call centre performance and maintenance activities.
- Using data to make informed decisions and improvements.
- Conflict Resolution:

- Skills in resolving conflicts and disputes, both within the call centre team and with customers.

**Skills**
- The ability to lead and motivate a team of call centre agents, supervisors, and support staff.
- Strong communication skills are vital for interactions with staff, customers, and other stakeholders.
- A deep commitment to providing excellent customer service and resolving maintenance issues promptly.
- Proficiency in analysing complex issues, making decisions, and implementing effective solutions.
- An understanding of maintenance processes, equipment, and systems to facilitate troubleshooting and support.
- The capacity to analyse call centre data and metrics to make informed decisions and improvements.
- Effective time management and organizational skills to ensure smooth call centre operations.
- The ability to adapt to changing situations, handle high-pressure scenarios, and adjust strategies as needed.
- The skill to build and manage a cohesive and efficient team.
- The capability to mediate disputes and address conflicts among staff or with customers.
- The ability to provide ongoing training and development for call centre staff to improve their skills.
- Familiarity with call centre software, maintenance management systems, and CRM tools.
- Implementing and monitoring quality control measures to maintain service standards.
- The skill to contribute to long-term strategies and goals for the maintenance call centre.
- Managing financial resources effectively to achieve performance targets and cost-efficiency.
- Knowledge of relevant regulations and industry standards that affect call centre operations.
- The ability to gather and interpret customer feedback for continuous improvement.
- Recognizing a

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