Call Centre Manager
3 days ago
Job Summary
The Call Centre Manager is responsible for overseeing the daily operations of the call centre, ensuring smooth and efficient functioning. This role involves leading, motivating, and managing the call centre team to achieve performance goals, improve customer satisfaction, and maintain a high standard of service delivery. The Call Centre Manager will also implement strategies to enhance productivity, resolve escalated issues, and foster a positive work environment.
Key Responsibilities
Team Leadership and Management:
- Recruit, train, and onboard call centre staff.
- Develop team performance goals and monitor individual achievements.
- Conduct regular performance evaluations and provide coaching or feedback.
- Foster a positive and motivating work environment.
Operations Management:
- Oversee day-to-day operations to ensure efficient workflow.
- Develop and implement call centre policies and procedures.
- Ensure compliance with regulatory and company standards.
- Monitor call queues, staffing levels, and overall efficiency.
Performance Monitoring and Improvement:
- Analyze key performance indicators (KPIs) and call metrics.
- Identify trends and areas for improvement.
- Implement strategies to improve customer experience and reduce response times.
Customer Relationship Management:
- Handle escalated customer inquiries or complaints.
- Ensure prompt resolution of issues while maintaining professionalism.
- Develop strategies to enhance customer satisfaction and loyalty.
Requirements
2-5 Years experience in an external Call Centre Environment
Matric
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