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Call Centre Operations Manager

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Johannesburg, Gauteng, South Africa Top Talent Professional Services Full time

At Top Talent Professional Services, we are seeking a highly skilled Call Centre Operations Manager to lead our team of agents and team leaders.

Key Responsibilities:

  • Ensure effective management of team members, driving legit registrations and conversions according to targets
  • Verify customer documents correctly and timeously, with regular quality checks
  • Maintain a target of 10 legit registrations completed per day by agents
  • Achieve a target of 30% First Time Deposit (FTD) conversation rate
  • Foster excellent customer service with a high Net Promoter Score (NPS)
  • Minimise customer complaints and resolve queries promptly
  • Research best practices for streamlining and automating processes in call centres

Requirements:

  • Strong experience in Call Centre Management and Customer Service
  • Proven analytical abilities
  • Knowledge of relevant systems and interfaces
  • Excellent communication and engagement skills
  • Effective stakeholder management and relationship-building skills
  • Strong problem-solving and organisational skills
  • A diplomatic and professional approach