Senior Call Centre Manager
2 months ago
Job Title: Senior Call Centre Manager
Company: West Coast Personnel
Job Summary:
We are seeking a highly skilled and experienced Call Centre Manager to lead our high-performance team of Customer Liaison Officers (CLOs). As a key member of our organization, you will be responsible for delivering exceptional inbound and outbound CRM support to internal and external stakeholders.
Key Responsibilities:
- Manage and develop a team of CLOs, ensuring performance standards are met and exceeded.
- Monitor key performance indicators (KPIs) in real-time and provide coaching and guidance as necessary.
- Conduct regular performance reviews and set objectives aligned with business goals and objectives.
- Drive continuous improvement initiatives within the team, focusing on process enhancements and efficiency gains.
- Ensure compliance with HR regulations and maintain accurate records and documentation.
Requirements:
- Degree or diploma in Business Management or a related field.
- 5 years of management experience in a call centre environment.
- Proficiency in MS Office Suite and CRM platforms (Salesforce preferred).
- Familiarity with SAP ERP Systems and BI Platforms.
- Strong problem-solving and analytical skills.
- Excellent communication abilities, both written and verbal.
- Proven ability to build and maintain relationships.
What We Offer:
As a Call Centre Manager with West Coast Personnel, you will have the opportunity to work with a dynamic team and contribute to the success of our organization. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
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