Call Centre Manager

2 weeks ago


Cape Town, South Africa TrudyQ Consulting Full time

The overall objective of this role will be to support the Head of VIP and Customer Success in improving customer service and maintaining high levels of performance from all staff whilst achieving customer satisfaction goals.

**Minimum Requirements**:

- Tertiary Qualification (Pre-requisite)
- 3- 5 years experience within Call Centre Management role (preferably iGaming)
- Strong Leadership skills
- Experience in CRM/Customer Services Operating System (Freshdesk advantageous)
- Must have strong exposure to live web chat processes
- Outstanding written and verbal communication skills
- Good understanding of management practices and techniques
- Excellent leadership and interpersonal skills
- Working Hours (Monday Friday 07h00 17h00)
- Must be flexible over weekends/afterhours/public holidays and on standby

**Responsibilities**:

- Support in improving customer service experience; driving efficiency within the team and assist in the creation of engaged customers and facilitate organic growth
- Create a collaborative, high performing, target-focused culture across the team
- Taking an active role in direct reports performance management, coaching and guidance including the completion of appraisals and any necessary performance related detail
- Overseeing daily operations and management and growth of all player groups
- Challenge ways and working practices where standards are not met or could be improved
- Ensuring that the department is aligned to the vision, values and strategy of the business
- Support the Head of VIP and Customer Success in supervising and managing day-to-day operations in the customer service department as well as QA team
- Respond on a high level to customer service issues in a timely manner
- Create effective customer service procedures, policies, and standards
- Support in the development of customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Maintain accurate records/reports and document all customer service activities/discussions
- Support in assessing service statistics and preparing detailed reports on your findings
- Oversee training of new customer service agents
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Regular check ins with TL s and Agents on KPI metrics
- Reviewing chats for consistency and WOW effectiveness

This opportunity offers a competitive remuneration package and an opportunity to form a part of a dynamic and professional global working environment.



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