Assistant Call Centre Manager

2 weeks ago


Cape Town, South Africa Compare The Networks Ltd Full time

We are looking for a skilled Assistant Call Center Manager who can lead our representatives to better performance and improve service quality. The Assistant Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful Assistant Call Center Manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

**Responsibilities**:

- Leading meetings with team members to discuss team performance and work plans for upcoming months
- Training new employees on company policies and procedures to ensure they are knowledgeable about their jobs
- Monitoring employee performance to ensure that they are meeting goals and upholding company standards
- Managing employee attendance to ensure that all staff members are at work on time and working efficiently throughout their shifts
- Ensuring that all customer issues are resolved in a timely manner and that customers are satisfied with the service they receive
- Reviewing call logs and evaluating call quality to identify areas for improvement
- Communicating with clients to schedule appointments and answer questions about products and services
- Fostering a positive work environment by encouraging team members to work together effectively
- Establishing and enforcing policies and procedures to ensure that the call center is running efficiently

**Requirements and skills**:

- 2 years+ Proven experience as Assistant Call Center Manager
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

**Please note**:

- This is an office base role
- Location: Loop Street
- Working hours: Mon-Fri 10am to 6pm or 11am to 7pm during day light savings
- Pay rate: R60-R80/hour

**Job Types**: Full-time, Temp to perm
Contract length: 3 months

**Salary**: R60.00 - R80.00 per hour

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (required)

**Experience**:

- Assistant Call Centre Manager: 2 years (required)


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