Call Centre Manager

7 months ago


Durban, South Africa The Faculty Full time

**Job Title: Call Centre Manager**

**Location: Umhlanga, Durban South Africa**

**Experience: 7-10 years in a Call Centre Environment**

**About Us**:
The Faculty is a dynamic and rapidly growing company based in Durban South Africa. We are seeking an experienced Call Centre Manager to lead our customer-centric team. We pride ourselves on delivering exceptional service to our clients, and we're looking for a skilled professional who shares our passion for excellence.

**Responsibilities**:
As the Call Centre Manager, you will be responsible for:

- Overseeing daily operations of the call centre, ensuring efficient and effective service delivery.
- Leading and motivating a team of customer service representatives to achieve performance targets.
- Developing and implementing strategies to improve overall customer satisfaction and service quality.
- Analyzing call centre metrics and trends to make data-driven decisions for continuous improvement.
- Collaborating with other departments to enhance overall business operations and customer experience.
- Conducting regular training sessions to keep the team updated on product knowledge and customer service best practices.

**Qualifications**:
To be successful in this role, you should possess:

- 7-10 years of proven experience in a Call Centre environment.
- Must have strong Dialler performance management knowledge
- Outbound/ inbound and Customer Support Services experience essential
- Strong leadership and interpersonal skills.
- Excellent communication skills, both written and verbal.
- Demonstrated ability to analyze data and implement process improvements.
- A track record of meeting or exceeding performance targets.
- Knowledge of industry best practices and trends.
- Experience with call centre software and technology.



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