Call Centre Manager

2 weeks ago


Soutrivier, South Africa MyCalling Full time

**Call Centre Manager**

**Work With The Best**

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

**Are you ready to take the next step in your career?**

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

**What would make you a good fit for this role?**

Must be willing and able to work in a shifted environment

**Minimum Requirements**:

- Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
- Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
- Management-related qualification

**What you'll be doing**

**Operations Management**
- Manages operational costs through effective resource management
- Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
- Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
- Ensures consistency and standardisation with the client’s other operations

**Client Engagement**
- Maintains positive client relationships and alerts management to operational delivery issues.
- Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

**People Management**
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Ensures appropriate staffing and action accordingly
- Training and Development

**Performance Management**
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs.
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action


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