Call Centre Manager

2 weeks ago

Durban, South Africa MyCalling Full time

**Call Centre Manager**

**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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