Contact Centre Manager

2 days ago

Randburg, South Africa Nudle Full time

Nudle is an innovative start-up technology company that is ready to expand. We are looking for a Contact Centre Campaign Manager with experience in digital transformation to join our team and be accountable for the holistic performance, quality and development of the various campaigns under the Nudle Group.

**Responsibilities**:

- **Develop objectives for the contact centre’s day-to-day activities**:

- **Stakeholder Engagement (Internal)
- Support stakeholder engagement by arranging actions, meetings, and events. Provide recommendations to key stakeholders to address any possible risk to the campaign.**:

- **Marketing Communications - Assist with developing and delivering marketing communications to support the business plan and increase sales. Utilize the workforce and system resources in the business to improve the performance of a contract.**:

- **Conduct practical resource planning to maximize the productivity of resources (people, technology etc.)**:

- **Collect and analyze call-centre statistics (sales rates, costs, customer service metrics etc.)**:

- **Assume responsibility for budgeting and tracking expenses**:

- **Hire, coach and provide training to personnel to maintain high customer service standards**:

- **Evaluate performance with key metrics (accuracy, call-waiting time etc.)**:

- **Prepare reports for different departments or upper management.**

**Requirements and skills**
- **Proven experience as a call contact centre manager or similar position**:

- **Experience in customer service is required**:

- **Experience in digital transformation and digital communication management**:

- **Knowledge of performance evaluation and customer service metrics**:

- **Solid understanding of reporting and budgeting procedures**:

- **Experience in fundamental financial analysis (cost-effectiveness, cost-benefit etc.)**:

- **Proficient in MS Office and call centre equipment/software programs**:

- **Outstanding communication and interpersonal skills**:

- **Excellent organizational and leadership skills with a problem-solving ability**

**Salary**: R12,000.00 - R15,000.00 per month

COVID-19 considerations:
vaccinations, masks and social distancing and standard covid protocols.

**Experience**:

- Management: 3 years (preferred)
- Digital Transformation: 1 year (preferred)
- Reporting, analytics and data collection: 1 year (preferred)

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