Call Center Operations Manager

6 days ago

Johannesburg, South Africa Select One Full time

Duties will include but not be limited to:

- Ensuring staff commitment, daily operational effectiveness, and maintaining best-in-class customer service
- Implement and act in accordance with the information security policies of customer contracts and
business in general
- Direct, guide, control, teach, lead and motivate collaborators under their responsibility
- Analyze and interpret the results, detect root causes of areas of opportunities and act with precision until resolving incidents
- Communicate, monitor and provide feedback to the direct reporting line with timely data and facts
- Develop and implement effective communication and leadership methods

**Requirements**:

- Successfully completed commercial or business studies or an equivalent thereto
- 5+ years call center leadership experience; with account management preferred
- Results driven and comfortable working in a fast-paced environment; ability to multi-task and effectively prioritize changing needs
- Numerical and analytical capacity
- Ability to lead, guide and motivate team members to achieve desired results
- Advanced written and verbal communication skills
- Ability to interact and own relationship with clients and internal/external business stakeholders
- Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
- Familiar with COPC and other related call center operation standards

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