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Shift Manager Job Opportunity

1 week ago

Johannesburg, Gauteng, South Africa Tracker South Africa Full time
Key Responsibilities
  • Operational Management: Check response rates hourly as they pertain to agreed operational objectives, manage day-to-day operations, independently assess calls, implement corrective and developmental action, and ensure service levels are adhered to.
  • Staff Management: Provide expert support and advice, mentor and develop staff, manage staff attendance, and take proactive measures to ensure excellent customer service.
  • Customer Queries: Investigate internal and external customer queries, respond via email or telephonically, manage the Supervisor inbox, and handle outstanding escalations.

You will work closely with the Quality Assurer and Skills Coach to address all relevant training and corrective measures.