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Customer Service Operations Lead

1 week ago

Randburg, Gauteng, South Africa Kontak Recruitment Full time
Kontak Recruitment is seeking an experienced Contact Centre Manager to lead our inbound call centre team. The ideal candidate will have a proven track record in implementing CRM systems and managing high-performing teams.

About the Role:
We are looking for a skilled professional who can develop and enforce customer service strategies, ensuring high satisfaction and retention. The successful candidate will oversee the implementation of CRM and IVR systems, monitor performance metrics, and train and motivate call centre agents.

Key Responsibilities:
  1. Lead and manage the inbound call centre team, focusing on quality customer interactions.
  2. Implement and optimize CRM and IVR systems to enhance workflow and customer experience.
  3. Develop and enforce customer service strategies, driving high satisfaction and retention.
  4. Monitor key performance indicators, including response times, resolution rates, and service quality.
  5. Train and mentor call centre agents to deliver exceptional service.