Call Centre Operations Director
2 days ago
Company Overview
At Ubuntu We Sizwe Two Four Seven Pty Ltd, we are committed to delivering exceptional customer experiences. Our Call Centre is the backbone of our operations, and we need a talented leader to drive its success.
About the Role
We are seeking an experienced Call Centre Manager to join our team as a Call Centre Operations Director. As a key member of our leadership team, you will be responsible for driving business growth, improving customer satisfaction, and optimizing operational efficiency.
Job Summary
The successful candidate will have at least 5 years of experience in Call Centre management, with a proven track record of achieving targets and leading high-performing teams. You will be responsible for establishing goals for call center employees, resolving customer issues, managing performance, and ensuring that technical knowledge is effectively transferred to customers.
Key Responsibilities
- Operational Excellence: Develop and implement strategies to improve operational efficiency, reduce costs, and enhance customer satisfaction.
- Team Leadership: Lead a team of experienced Call Centre Representatives, providing coaching, training, and development opportunities to ensure they have the skills and knowledge needed to succeed.
- Performance Management: Establish clear goals, objectives, and Key Performance Indicators (KPIs) for the team, monitoring progress and taking corrective action where necessary.
- Customer Experience: Ensure that customers receive a world-class service experience, responding to their needs and resolving issues promptly and professionally.
- Strategic Planning: Collaborate with senior leaders to develop and implement strategic plans that align with the company's overall vision and objectives.
Required Skills and Qualifications
- Experience: At least 5 years of experience in Call Centre management, with a proven track record of achievement.
- Leadership: Proven ability to lead high-performing teams, with a strong focus on employee development and engagement.
- Communication: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions.
- Technical: Proficient in a range of technical tools and systems, including CRM software, data analytics, and quality management.
Benefits
We offer a competitive salary package, including a base salary of R850,000 per annum, plus bonuses and benefits. In addition, you will have access to ongoing training and development opportunities, as well as a range of employee benefits, including health insurance, retirement savings, and paid time off.
Location
This role is based in Johannesburg, South Africa, with regular travel to other locations as required.
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