Call Centre Manager

6 hours ago

East London, South Africa Work Africa Full time

**CALL CENTRE MANAGER/EAST LONDON **- Our client in the Internet & Telecomms Service Industry is looking for a Dynamic Call Centre Manager to oversee a team of +- 26 Call Centre Agents. First prize is strong People Management skills with the ability to support and motivate the team.

**Requirements**:
Matric

Diploma/Degree in Management will be advantageous

Call Centre Management experience non-negotiable

Exceptional Customer Service skills

Ability to communicate complex tasks and ideas using written and verbal medium

Ability to coach, develop, lead and motivate staff

Knowledge of wireless technology and networks advantageous

**Responsibilities**:
Lead and manage a team of Call Centre Agents

Manage team performance

Clearly communicate expectations, roles and responsibilities to team members and provide resources in order to perform

Adhere to and re-enforce company policies, procedures and practices at all times

Grow and develop team members

Onboard new recruits effective and efficiently

Live and promote the Company values and culture

Resource planning and manage Call Centre schedules

Monitoring of live metrics with hourly queue performance analysis and react on it

Ensure Helpdesk staff are adequately trained

Identify inefficiency and produce improvement actions for the Helpdesk

Implementation of approved change plans

Incident Management, communication and coordination

Co-ordinate between all parties during network emergencies

Escalate network issues to relevant departments

Liaise closely with Sales and Customer Care departments

Identifying issues on the network

Reporting monthly reports to be produced and the KPI’s of the team

Reporting on aged tickets and escalate appropriate course of action for aged cases

**Undertakings**:
Criminal Check

**Salary**: Market Related

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