Call Centre Operations Manager

5 days ago

Cape Town, South Africa Call Centre Staffing Full time

**Our client in the BPO sector is looking for a CCM Manager.**

**Responsibilities**:

- Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments.
- Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
- Develop company systems for customer interaction and voice response and control the implementation process.
- Manage and improve centre performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
- Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
- Prepare annual budget after estimating necessities, correcting overspending, analysing cost variance, and scheduling expenses.
- Summarize, collect, and analyse call centre trends and data for regular performance reports.
- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
- Maintain consistent professional improvement through company-provided workshops, tracking call centre trends, and active participation in team projects.

**_Qualifications_**
- _Bachelor’s Degree _
- _2 years of managerial experience_
- _Customer service experience preferred _
- _Motivated self-starter _
- _Excellent verbal communication skills _
- _2 years of call centre experience required_

**Salary**: From R20,000.00 per month

Ability to commute/relocate:

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

**Education**:

- Bachelors (required)

**Experience**:

- Call Centre Manager: 2 years (required)

Shift availability:

- Day Shift (required)
- Night Shift (required)

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