National Customer Service Center Manager

8 hours ago

Durban, KwaZulu-Natal, South Africa The Legends Agency Full time
Job Title: National Customer Service Center Manager

At The Legends Agency, we are seeking a highly skilled and experienced National Customer Service Center Manager to lead our customer service team. The ideal candidate will have a proven track record of managing call center operations, driving customer satisfaction, and achieving business goals.

Key Responsibilities:
  • Manage and oversee the day-to-day operations of the customer service center, ensuring that all customer inquiries are resolved efficiently and effectively.
  • Develop and implement strategies to improve customer satisfaction, reduce call volumes, and increase sales.
  • Lead and motivate a team of customer service representatives, providing coaching and training to ensure they have the skills and knowledge needed to excel in their roles.
  • Monitor and analyze key performance indicators (KPIs) to measure the success of the customer service center and identify areas for improvement.
  • Collaborate with other departments, such as sales and marketing, to ensure that customer service initiatives are aligned with business objectives.
Requirements:
  • 7+ years of experience in call center management, with a minimum of 3 years in a supervisory or management role.
  • Proven track record of improving customer satisfaction, reducing call volumes, and increasing sales.
  • Strong leadership and communication skills, with the ability to motivate and coach a team of customer service representatives.
  • Ability to analyze data and make informed decisions to drive business results.
  • Knowledge of call center software and technology, including CRM systems and analytics tools.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to work with a talented team of professionals who are passionate about delivering exceptional customer service.

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