Call Centre Director

3 days ago


Johannesburg, Gauteng, South Africa Netsurit Group Full time

We're on the lookout for an experienced Strategic Business Partner to lead our call centre team at Netsurit Group. This is an exciting opportunity for a results-driven professional with a proven track record in call centre management.

Responsibilities Include:

  1. Team Leadership:
    1. Mentor, develop, and lead a team of supervisors and agents, promoting a culture of teamwork and innovation.
    2. Conduct regular performance assessments, offer constructive feedback, and identify areas for growth and development.
  2. Operational Oversight:
    1. Oversee all aspects of call centre operations, guaranteeing compliance with SLAs and KPIs.
    2. Design and implement process improvements to boost productivity and quality of service.
  3. Performance Analysis:
    1. Monitor and evaluate performance metrics, producing reports to inform strategic decision-making.
    2. Analyze data to spot trends, pinpoint bottlenecks, and suggest targeted solutions.

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