Contact Center Floor Manager

1 week ago

Cape Town, South Africa P3 People Full time

P3 is currently expanding and to support the growth we are looking for an additional floor manager Head office located in the Victoria and Albert waterfront. You will be leading a team of approximately 10 Team managers completing lead generation for our Financial services tier-one clients.

**Job brief**

We are a high impact, rapidly progression organization

Your main duties will be supporting the team managers to achieve their daily and monthly objectives. Ensuring the service received by our clients is second to none.

**Tasks**
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling, and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management

**Requirements**:

- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
- Requirements and skills
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

This role has the option of an immediate start which allows the incumbent to shadow and contribute to the current ramped growth in progress.

**Job Types**: Full-time, Permanent

**Salary**: R20,000.00 - R35,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelors (preferred)

**Experience**:

- Middle managment contact center: 3 years (preferred)

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