Call Center Manager
7 months ago
Job Specification: Call Center Manager
Position Overview:
Key Responsibilities:
1. Leadership and Team Management:
- Lead, motivate, and develop a team of call center agents, supervisors, and trainers.
- Provide ongoing coaching, performance feedback, and training to enhance team members' skills and optimize their performance.
- Foster a positive, collaborative, and high-performing work environment.
2. Operations Management:
- Develop and implement strategies, policies, and procedures to drive call center efficiency and effectiveness.
- Monitor call queues, agent performance, and service levels to ensure targets are achieved.
- Identify and implement process improvements to enhance call handling, reduce call wait times, and maximize productivity.
3. Customer Service Excellence:
- Ensure all call center agents deliver exceptional customer service and resolve customer complaints effectively and efficiently.
- Continuously monitor and improve customer satisfaction levels through regular performance analysis and quality assurance programs.
- Implement initiatives to enhance customer experience and drive loyalty.
4. Reporting and Analysis:
- Collect and analyze call center data, including call volumes, average handling times, response rates, and customer feedback.
- Generate regular reports and present findings to senior management, identifying trends, opportunities, and areas for improvement.
- Provide strategic recommendations to optimize call center operations based on data-driven insights.
5. Training and Development:
- Develop and deliver training programs for call center agents, supervisors, and trainers to improve their knowledge, skills, and performance.
- Ensure training programs align with organizational objectives and address call handling techniques, product knowledge, customer service, and compliance.
Qualifications:
- Proven experience (minimum 2 years) as a Call Center Manager or in a similar leadership role within a call center environment.
- Strong leadership abilities and experience in managing and developing a team effectively.
- Excellent communication skills, both verbal and written, with the ability to interact with customers, team members, and senior management.
- Proficiency in call center software and customer relationship management (CRM) systems.
- Exceptional problem-solving skills and ability to handle escalated calls or challenging situations effectively.
- Strong analytical skills with the ability to interpret data, generate reports, and implement process improvements.
- Knowledge of customer service principles and practices.
- Familiarity with regulatory requirements, compliance, and quality assurance programs in call center operations.
**Job Type**: Permanent
-
Call Center Agent
6 days ago
Krugersdorp, South Africa Select Brokers Full timeIs jy energiek, ambisieus, dinamies en entoesiasties met 'n sterk wil om te slaag? - Het jy ondervinding in 'n Call Center **(Tele Sales)** omgewing? - Wil jy by 'n wenspan aansluit wat tans beter as ons mededingers presteer? - Is jy ten volle tweetallig (**Afrikaans en Engels**)? - Bly jy in die **Krugersdorp/Roodepoort** area? Indien JA wil ons graag met...
-
Call Centre Supervisor
7 months ago
Krugersdorp, South Africa Fidelity Services Group Full time**Overall purpose of the job**:As the Call Centre Supervisor you will be accountable for the daily running and management of the Call Centre through the effective use of resources. You will be responsible for the monitoring the call centre environment. The Supervisor will listen to various Scheduling recordings for audit purposes and customer service...
-
Telesales Agent
1 week ago
Krugersdorp, South Africa Total Track SA Full timeTelesales Agents Required For Total Track - KRUGERSDORP Previous Experience will be an advantage Knowledge of vehicle tracking devices will be a huge advantage Agents will be selling vehicle tracking devices/Car Trackers Fluent in English and 1/2 other languages Target Driven GREAT Attitude Basic is paid if Target is reached + 10% Commission on all...
-
Call Centre Agent
4 months ago
Krugersdorp, South Africa Coverwise Full timeGreat communication skills, must be a team player and an asset for management Pay: R6 000,00 - R10 000,00 per month **Education**: - High School (matric) (required) **Experience**: - Cold calling: 1 year (preferred)
-
Sales Call Centre Agent
24 hours ago
Krugersdorp, South Africa Fidelity Services Group Full time**Overall purpose of the job**: We are looking for Sales Call Centre Agents that will be the liaison to accept ownership by effectively selling multiple products to existing and new potential clients and at the same time keeping customer satisfaction at the core of every decision and behaviour. Must have a natural sales ability to sell products...
-
Debt Review Consultant
24 hours ago
Krugersdorp, South Africa First federal Investments Full timeMatric Minimum one year call center experience in sales, Previous debt review experience will be an advantage but not a requirement. Must be able to work under pressure Be target driven Good attendance records and time keeping. Must have a passion to assist people in need regarding our Debt Review offering. Great customer service **Job Types**:...
-
Hub Manager
4 months ago
Krugersdorp, South Africa Buffalo International Logistics Full timeThe Hub Manager is responsible for overseeing and coordinating the daily operations of the hub. This role involves managing staff, optimizing processes, ensuring compliance with company policies, and maintaining high standards of service and efficiency. **Requirement**: - Relevant qualification - +8 years experience in Courier Logistics and Warehousing -...
-
Senior Administrative Support Professional
2 weeks ago
Krugersdorp, Gauteng, South Africa Farm Manager SA Full timeWe are seeking a highly skilled and organized Senior Administrative Support Professional to join our team at Farm Manager SA. This is an exciting opportunity for a professional with excellent organizational and time-management skills to support our executive management.About the Role:The successful candidate will be responsible for providing administrative...
-
Electrical Operations Manager
2 weeks ago
Krugersdorp, Gauteng, South Africa Express Employment Professionals (Witbank) Full timeWe are seeking an experienced Electrical Operations Manager to oversee electrical operations and maintenance for our mining project in South Africa. The successful candidate will be responsible for managing a team of electricians and ensuring all electrical systems operate safely and efficiently in accordance with mining regulations.**Key...
-
Electrical Operations Manager
2 months ago
Krugersdorp, Gauteng, South Africa Express Employment Professionals (Witbank) Full timeExpress Employment Professionals (Witbank) is seeking an experienced Electrical Supervisor to oversee electrical operations and maintenance for our mining project in Carletonville. The successful candidate will be responsible for managing a team of electricians and ensuring all electrical systems operate safely and efficiently in accordance with mining...
-
Customer Service Team Leader
8 hours ago
Krugersdorp, South Africa Fidelity Services Group Full time**Overall purpose of the job**: As the Call Centre Team Leader, you will be accountable for the daily running and management of the Call Centre through the effective use of resources. You will be responsible for the monitoring of reputational, legal and regulatory risk within the call centre environment. The Team Leader will listen to various sales as well...
-
Outbound & Inbound Sales Voice Logging Agent
7 months ago
Krugersdorp, South Africa Fidelity Services Group Full time**Vacancy: Outbound & Inbound Sales Voice Logging Agent** **Region**:Bosasa **Reporting to**:Call Centre Supervisor ***Overall purpose of the job**: **Duties & Responsibilities**: - Selling multiple Fidelity ADT products and dialling various lead lists “cold calling” - Manage large amounts of outbound calls in a timely manner - Handling and...
-
Outbound & Inbound Sales Voice Logging Agent
7 months ago
Krugersdorp, South Africa Fidelity Services Group Full time**Overall purpose of the job**: **Duties & Responsibilities**: - Selling multiple Fidelity ADT products and dialling various lead lists “cold calling” - Manage large amounts of outbound calls in a timely manner - Handling and overcoming client objections, focussing on Opening, Closing, Telephone Etiquette etc. - Achieving daily and monthly sales...
-
Senior Electrical Supervisor
2 weeks ago
Krugersdorp, Gauteng, South Africa Express Employment Professionals (Witbank) Full timeExpress Employment Professionals (Witbank) is seeking a Senior Electrical Supervisor to oversee electrical operations and maintenance for our mining project in South Africa. As a Senior Electrical Supervisor, you will be responsible for managing a team of electricians and ensuring all electrical systems operate safely and efficiently.**Key...
-
Administrator/ Switchboard Operator
1 week ago
Krugersdorp, South Africa StaffCentral Consulting Full time**Job Duties/Responsibilities will include**: Ensure guests are acknowledged, with kindness, warmth, and sincerity, when entering and departing the reception area Engage with guests by providing information related to the estate, the facilities & experiences. Conduct estate tours with guests. Operate telephone and switchboard service for all calls. Refer...
-
Pa, Office Administrator
6 months ago
Krugersdorp, South Africa Broll Property Group Full time**POSITION PURPOSE** **RECEPTIONIST / OFFICE ADMINISTRATOR / PERSONAL ASSISTANT DUTIES**: - To provide administrative and secretarial support at our Centre Management office. - The responsibilities are mainly focused on the front desk and with the first impression and good effective communication skills presenting Cradlestone Mall Management. - Acting as...
-
Lead Electrical Specialist
2 weeks ago
Krugersdorp, Gauteng, South Africa Express Employment Professionals (Witbank) Full timeWe are looking for a Lead Electrical Specialist to join our team at Express Employment Professionals (Witbank). As a Lead Electrical Specialist, you will be responsible for overseeing electrical operations and maintenance for our mining project in South Africa.**Job Description:**Oversee the installation, maintenance, and repair of electrical systems and...
-
Legal Secretary Position
1 week ago
Krugersdorp, South Africa Louw Strydom Incorporated Full time**LEGAL SECRETARY POSITION (KRUGERSORP)** - Preparing and drafting of legal documents; - Dictating attorney’s written notes; - Managing records, cases and calendars to make sure everything functions smoothly; - Transcribing and proofreading legal documents; - Indexing and updating pleadings; - Managing diaries and making travel arrangements for one or more...
-
Supervisor
7 months ago
Krugersdorp, South Africa Pepkor Speciality Full timeOutstanding customer care skills,the ability to interact and communicate with customers - A genuine and efficient till operation skills - An excellent record of overs/unders - A high standard of work on the sales floor,dedication in maintaining - Quality standard of work on the sales floor,dedication in maintaining - Initiative if a job needs to be done - A...
-
Business Receptionist/pa
1 week ago
Krugersdorp, South Africa StaffCentral Consulting Full time**Job Duties/Responsibilities will include**: Co-ordination of appointments, diary management and client engagements/events Office administration and general Administrative duties Switchboard Answer and address incoming phone calls in a timely and polite manner Screening of calls and forwarding calls to relevant personnel Receiving visitors and greet...