Senior Contact Centre Manager
4 days ago
3years
- People Management by facilitating effective communication between the team and management to ensure the best possible responses and complaint handling procedures are achieved
- Quality management to ensure Customer Care Centre standards and guidelines are documented, up-to-date and available to all employees
- Internal communication by clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to management’s attention
- Demonstrate ability to critically evaluate a customer care incident to quickly formulate an understanding of its nature and the best way of resolving it
- Report daily/weekly/monthly on any reputational risk issues, interactions, trends and opportunities
- Report complaint trends to management so that corrective action can be taken in the business
**Qualifications and Experience**:
- Matric with a retail or call centre related qualification
- Certificate in Call Centre Management would be advantageous
- 3 - 5 years experience in a retail customer service environment
- 3 - 5 years Call Centre Management, including managing or leading a team of customer care agents
- 3 - 5 years World-class customer service principles experience
- Knowledge of the Consumer Protection Act
- Knowledge of SAP Cloud4Customer or CRM would be an advantage
- E-Product knowledge (virtual coupons, vouchers, airtime etc) would be an advantage
- Knowledge of telephony systems (Cisco) would be advantageous
- Excellent written and verbal communication skills
- Must be able to identify reputational risks
- Excellent planning and organizational skills
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