Call Centre Leadership Director

3 days ago


Johannesburg, Gauteng, South Africa TalentLink Full time

Job Title: Call Centre Leadership Director

About Us:

TalentLink is a forward-thinking organization that values innovation and excellence in customer service.

Job Summary:

We are seeking a highly skilled Call Centre Leadership Director to lead our team and drive exceptional results. This is an exciting opportunity for an experienced professional to join our dynamic organization and make a real impact.

Key Responsibilities:

The successful candidate will be responsible for leading the daily operations of our call centre, implementing strategic initiatives to enhance performance and quality. Key performance targets will include speed, efficiency, sales, and quality standards. The ideal candidate will also oversee recruitment, onboarding, and ongoing development of call center staff in collaboration with HR. Additionally, they will provide leadership and direction to team leaders and agents through coaching, mentoring, and performance management.

What You'll Do:

  • Develop and implement comprehensive onboarding programs for new hires to ensure seamless integration into the team.
  • Create development plans for existing staff to support career progression and growth within the organization.
  • Maintain high standards of customer service across all interactions, ensuring agents are equipped with the necessary knowledge and skills to resolve customer inquiries effectively.
  • Oversee outbound sales initiatives and student engagement strategies to drive business growth.

Requirements:

To succeed in this role, you will require:

  • A strong background in call centre management, preferably with experience in leading teams and driving results.
  • Excellent leadership and communication skills, with the ability to motivate and inspire team members.
  • Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement effective solutions.
  • Proficiency in CRM software and other relevant tools.

Benefits:

In addition to a competitive salary, we offer a range of benefits, including:

  • A comprehensive training program to support your growth and development.
  • Ongoing support and mentorship from experienced professionals.
  • A collaborative and dynamic work environment.
  • A generous bonus structure to recognize and reward outstanding performance.

Estimated Salary Range: $80,000 - $110,000 per annum, depending on experience.



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