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Call Center Operations Head

1 week ago

Durban, KwaZulu-Natal, South Africa NEEMA INTERNATIONAL GROUP Full time
Job Description

This is a contract, on-site role for a Call Center Manager located in the area. The Call Center Manager is responsible for overseeing daily operations of the call center, ensuring high levels of customer satisfaction, and managing and coaching the call center team.

Key Responsibilities
  • Set performance goals and monitor key performance indicators (KPIs) to improve overall call center performance.
  • Handle escalated customer issues and collaborate with other departments to streamline processes.

The ideal candidate will have experience in Contact Center Management and Team Management, as well as strong analytical skills to analyze performance data and implement improvements.

Requirements
  • Bachelor's degree in Business Administration, Communications, or related field is a plus.
  • Experience in the industry is beneficial.
  • Excellent Communication skills for effective team and customer interactions.
  • Proven track record in ensuring high levels of Customer Satisfaction.
  • Leadership skills and the ability to motivate and develop team members.