Call Center Manager

3 days ago

Krugersdorp, South Africa TOTAL TRACK Full time

Job Specification: Call Center Manager

Position Overview:
Key Responsibilities:
1. Leadership and Team Management:

- Lead, motivate, and develop a team of call center agents, supervisors, and trainers.
- Provide ongoing coaching, performance feedback, and training to enhance team members' skills and optimize their performance.
- Foster a positive, collaborative, and high-performing work environment.

2. Operations Management:

- Develop and implement strategies, policies, and procedures to drive call center efficiency and effectiveness.
- Monitor call queues, agent performance, and service levels to ensure targets are achieved.
- Identify and implement process improvements to enhance call handling, reduce call wait times, and maximize productivity.

3. Customer Service Excellence:

- Ensure all call center agents deliver exceptional customer service and resolve customer complaints effectively and efficiently.
- Continuously monitor and improve customer satisfaction levels through regular performance analysis and quality assurance programs.
- Implement initiatives to enhance customer experience and drive loyalty.

4. Reporting and Analysis:

- Collect and analyze call center data, including call volumes, average handling times, response rates, and customer feedback.
- Generate regular reports and present findings to senior management, identifying trends, opportunities, and areas for improvement.
- Provide strategic recommendations to optimize call center operations based on data-driven insights.

5. Training and Development:

- Develop and deliver training programs for call center agents, supervisors, and trainers to improve their knowledge, skills, and performance.
- Ensure training programs align with organizational objectives and address call handling techniques, product knowledge, customer service, and compliance.

Qualifications:

- Proven experience (minimum 2 years) as a Call Center Manager or in a similar leadership role within a call center environment.
- Strong leadership abilities and experience in managing and developing a team effectively.
- Excellent communication skills, both verbal and written, with the ability to interact with customers, team members, and senior management.
- Proficiency in call center software and customer relationship management (CRM) systems.
- Exceptional problem-solving skills and ability to handle escalated calls or challenging situations effectively.
- Strong analytical skills with the ability to interpret data, generate reports, and implement process improvements.
- Knowledge of customer service principles and practices.
- Familiarity with regulatory requirements, compliance, and quality assurance programs in call center operations.

**Job Type**: Permanent

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