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Operations Manager for Call Centres

1 week ago

Johannesburg, Gauteng, South Africa Headhunters Full time
About the Job

This Senior Customer Liaison Manager position at Headhunters offers a unique opportunity to drive customer satisfaction and improve operational efficiency. As a key member of our team, you will be responsible for managing a call centre environment, ensuring high standards of product knowledge, and fostering strong relationships with internal stakeholders.

Key Responsibilities
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Manage a team of customer service representatives to achieve productivity targets and maintain quality scores.
  • Ensure effective communication and alignment on daily expectations, recognizing individual contributions and celebrating success.
Requirements
  • 5 years' experience in a call centre management role, with a proven track record of improving customer satisfaction.
  • Degree or diploma in business management or a related field, with computer literacy and proficiency in MS Office Suite.
  • Familiarity with SAP ERP System, CRM platforms (Salesforce advantageous), and BI Platforms.
  • Strong written and verbal communication skills, with the ability to work effectively in a team environment.