Call Centre Manager

2 weeks ago

Johannesburg, South Africa CBRE Excellerate Full time

We are looking for a skilled Call Centre Manager who can lead our helpdesk and agents to better performance and improve service quality. The Call Centre Manager will assist in establishing call centre objectives, provide agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse call centre data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful Call Centre Manager, you should be focused on improving your team of agents and call centre practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

A minimum of 5 years related experience with Facilities management experience beneficial to this role, past management experience in a call centre will be preferred.

**Call Centre Manager Responsibilities**:

- Hiring, training, coaching, and leading call centre representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call centre goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Improve call handling efficiency and manage SLA requirements of customers calls priority matrix.
- Taking on other tasks or projects to support employees, other managers, and call centre operations.

**Call Centre Manager Requirements**:

- High School Matric, Diploma or equivalent.
- More education or experience in a related field may be preferred.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense

situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written

communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and

policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.

systems, etc.
- Polite, professional phone voice.
- Ability to create and manage standby and rotational shift registers optimally to best support

business.

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