Call Centre Manager

2 weeks ago


Johannesburg, South Africa Chengeta Diaspora Financial Services Full time

_We are looking for a Call Centre Manager to lead our call centre/contact centre team and promote our existing and upcoming fintech products. The Call Centre Manager shall report to our Rosebank, Johannesburg offices._

Deliverables
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of personnel and systems
- Collect and analyze call-center statistics
- Assume responsibility of budgeting and tracking expenses
- Coach and provide training to personnel to maintain high customer service standards
- Monitor and improve performance : query handling and other procedures
- Evaluate performance with key metrics (accuracy, query response time etc.)
- Prepare call centre reports for other departments and management

Desired skills
- Proven experience as a call center manager or similar position
- 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
- Diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Remuneration
- Market related

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

Application Deadline: 2023/02/02



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