Call Centre Operations Manager
1 week ago
3years
- Deliver effective forecasting and scheduling strategies to enhance the success of multiple outbound campaigns.
- Design tracking methods to ensure that identified issues are adequately addressed within appropriate time frames.
- Develop, analyze and distribute statistics and identify trends to help determine the need for strategy changes and/or training.
- Identify possible needs for improvement in processes, learning and systems and refer them to senior management.
- Liaise with colleagues in campaign department to ensure correct selection of key data and creation of dialing lists for outbound campaigns.
- Optimize resource and KPI achievement through monitoring and managing real-time adherence.
- Demonstrate the ability to change focus quickly to support the needs of the business - including covering for other roles where required - displaying energy and commitment in all you do
**Qualifications and Experience**:
- Matric
- Proficient Microsoft Knowledge
- Post Matric Qualification
- 3 Years Experience in Call Centre Management
- Excellent verbal and written communication skills
- National Credit Act
- Debt Collector Act
- Performance Management Systems
- Intermediate to advanced proficiency in MS Word and Excel
- Technology insights to achieve team objectives
- Analytical
- Strategic Thinker
- Problem solver
- Emotional intelligence
- Interpersonal skills
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