Customer Service Director for Financial Operations
2 weeks ago
Job Summary
Hello Group seeks a seasoned Senior Call Centre Manager to lead our customer service team in Gauteng, Centurion.
About the Role
- We are looking for a highly experienced professional with 7+ years of experience in call centre management and a degree in Business or related field.
- The ideal candidate will have a proven track record of managing a large call centre team, leading by example, and driving high performance.
Key Responsibilities
Team Management:- Lead the hiring, onboarding, and training of Customer Service Consultants.
- Coach, motivate, and support consultants to deliver top-tier customer service.
- Conduct regular performance reviews and create development plans.
- Deal with employee-related issues and disciplinary procedures.
- Oversee daily call centre operations, including inbound and outbound call flow, scheduling, and real-time performance monitoring.
- Develop and improve processes to enhance efficiency, ticket management, and customer experience.
- Analyse performance data to identify trends and areas for improvement.
- Address and resolve escalated customer issues and complaints.
- Establish and monitor key performance indicators (KPIs) to ensure high service standards.
- Implement quality assurance processes, including call monitoring and customer satisfaction assessments.
- Ensure compliance with industry regulations and company policies.
- Conduct regular analysis of performance metrics and Call Centre data.
- Produce weekly and monthly reports for senior management.
Salary and Benefits:
The estimated salary for this role is R1,200,000 - R1,500,000 per annum, depending on experience.
What We Offer:
- A competitive salary package.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
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