Operations and Team Leader

1 week ago

Parktown, South Africa RJPersonnel Full time

5years
- Manage operations and teams - hourly, daily and monthly KPIs
- Hiring, training, coaching, and leading call centre & sales representatives as they provide support for customers
- Maintain and grow existing relationships with clients
- Contribute to improving our current products and services
- Actively seek out and pursue new opportunities
- Contribute to the development and implementation of marketing strategies
- 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, analysing call centre data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Taking on other tasks or projects to support employees, other managers, and call centre operations

**Qualifications and Experience**:

- University degree in related field
- At least 5 years’ experience as call centre manager or in customer service
- Experience working with Microsoft Office, specifically Excel
- Data analysis experience Proficiency in data analytics (crucial)
- Ability to multitask and remain calm under pressure
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Knowledge of management and customer service principles and policies
- Strong coaching and leadership skills, ability to motivate employees
- Decisiveness and attention to detail
- Polite, professional phone voice
- Excellent leadership skills

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