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Call Centre Development Manager

1 week ago

Cape Town, Western Cape, South Africa Callforce Full time

We are seeking a highly motivated and experienced Call Centre Development Manager to join our team at Callforce. In this role, you will be responsible for the overall development and performance of an assigned incubation team, driving growth and improvement across the organization.

Your key responsibilities will include coaching and mentoring team members, providing daily feedback and monitoring their progress. You will also conduct internal calibration sessions every two weeks, where you will analyze calls, score agents based on analysis, and align all process and quality-related concerns.

In addition, you will be responsible for client feedback and alignment, including daily escalations of client journeys and call analysis. You will also prepare weekly reports for the CEO and calibrate with international quality teams biweekly.

You will be expected to deliver high-quality results, meeting client expectations and maintaining excellent administration skills. A strong focus on quality assurance, compliance, and business process outsourcing is essential for this role.

  • Coach and develop team members to achieve high standards of customer service excellence.
  • Conduct regular coaching and calibration sessions to ensure team members are aligned with company policies and procedures.
  • Monitor and analyze client feedback, identifying areas for improvement and implementing changes as needed.
  • Prepare and submit regular reports to senior management, highlighting key achievements and areas for improvement.
Skills and Qualifications:

To be successful in this role, you will require:

  • Excellent communication and interpersonal skills.
  • Strong coaching and leadership abilities.
  • Ability to analyze complex data and implement improvements.
  • Highly organized and able to prioritize tasks effectively.
  • Experience working in a call centre or customer-facing environment.
  • Relevant qualifications or certifications in customer service, quality assurance, or a related field.