Call Centre Manager

5 hours ago


Durban, South Africa Silver Recruitment and Training Consultants Full time

**Requirements**:

- Minimum qualification a matric
- Min four years’ experience within a call centre environment
- Experience in developing targets
- Knowledge of both inbound and outbound call centre management experience
- Proven sales track record of growing the call centre

**Duties**:

- Continuous operational and quality improvements of the department
- Address all training needs of the agents
- Ensure compliance with company policy and ensure that all internal control procedures are followed.
- Report on deviations to procedures and corrective actions.
- Ensure excellent customer service to customers
- Ensure correct staffing of the call centre
- Identify root causes of customer queries and find solutions of reducing them
- Ensure queries are resolved timeously and aim for first time resolution
- Ensure quality targets are achieved
- Address all performance related issues
- Monthly feedback reporting

**Competencies**:

- Results oriented and customer focussed
- Good project management skills
- Strong leadership skills
- Good communication and interpersonal skills
- Good knowledge of sports

**Salary**: Up to R38,000.00 per month

**Education**:

- Diploma (preferred)

**Experience**:

- Call Centre Manager: 4 years (required)

**Language**:

- English (preferred)



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