Senior Call Centre Manager

2 months ago


Germiston, Gauteng, South Africa West Coast Personnel Full time
Senior Call Centre Manager

We are seeking a highly skilled and experienced Call Centre Manager to lead our high-performance team of Customer Liaison Officers (CLOs). This role focuses on delivering exceptional inbound and outbound CRM support to internal and external stakeholders.

Key Responsibilities:

  • Manage and develop a team of CLOs, ensuring performance standards are met.
  • Monitor KPIs in real-time and provide coaching as necessary.
  • Conduct performance reviews and set objectives aligned with business goals.
  • Drive continuous improvement initiatives within the team.
  • Ensure compliance with HR regulations and maintain accurate records.

Requirements:

  • Degree or diploma in Business Management or a related field.
  • 5 years of management experience in a call centre environment.
  • Proficiency in MS Office Suite and CRM platforms (Salesforce preferred).
  • Familiarity with SAP ERP Systems and BI Platforms.
  • Strong problem-solving and analytical skills.
  • Excellent communication abilities, both written and verbal.
  • Proven ability to build and maintain relationships.


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