Call Centre Manager

2 weeks ago

Johannesburg, South Africa Action Appointments Full time

_The_ _South African Guide-Dogs Association for the Blind provides services to enhance the lives of visually and physically impaired individuals, and children with autism._

Based in Johannesburg, the Guide Dogs Association seeks to appoint a

**CALL CENTRE MANAGER**

GDA is looking for a skilled Call Centre Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. The incumbent will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. He/she must be an organized, reliable and results-driven professional with a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. The incumbent must also have excellent customer service and communication skills.

The **Call Centre Manager **will be responsible for the following duties:

- Set up and staff a new call centre
- Develop objectives for the call centre’s day-to-day activities in conjunction with the business plan and marketing objectives
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Partner with marketing to devise and monitor campaigns, budgets and performance metrics; support marketing campaigns as required
- Manage project allocations across call centre agents to maximise productivity and effectiveness
- Manage call contact lists and establish hot, warm and cold list protocols
- Identification and sourcing of new databases
- Test calls, quality checks, anticipate escalation and take over calls when needed
- Hire, coach and provide training to personnel to maintain high customer service standards
- Formulate targets for individuals and teams
- Evaluate performance with key metrics such as accuracy, call-waiting time and call abandonment.
- Implement & monitor systems & KPI’s
- Implement reports for call center; monthly/annual results and performance reports
- Ensure adherence to policies for attendance, established procedures etc.
- Devise ways to optimize procedures and keep staff motivated

The **Call Centre Manager **must meet the following criteria:

- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
- Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus
- Proven experience as a Call Centre Manager or similar management position
- Experience in customer service is essential
- Proficient in English; Good knowledge of additional languages will be a definite plus
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures 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 centre equipment/software programs
- A results-oriented approach

**Must be legally eligible to work full time in South Africa and work full-time in office.

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