Call Centre Manager

2 days ago

Durban, South Africa MMWENTZEL Full time

MM Wentzel requires the services of a Call Centre Manager that is motivated, dynamic and willing to get the job done at all costs.

**Responsibilities**:

- Hire, train, coach and lead call centre team as they provide services to our customers.
- Supporting call centre agents through difficult calls, defusing angry customers and assisting the team members where important decisions needs to be made.
- Lead the call centre team to provide friendly and efficient service to customers on inbound and outbound calls
- Be a first point of contact to handle and resolve customer complaints services
- Identify, resolve and escalate issues appropriately.
- Collect, Monitor and analyse call centre statistics, data and trends and actively work with the broader team to improve business performance and team delivery.
- Ensure effective resource planning for the efficient operation of the call centre (personnel and technology).
- Monitor team performance on a daily basis (Accuracy, call holding times etc)

Desired qualifications:

- Grade 12
- Tertiary qualification in any management or consumer related field.
- At least 3 years’ experience in a call center management role.
- Fluent in English
- Computer literate

Skills and Ability:

- Target driven
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Patience, empathy, and a unique ability to manage stress
- Must be analytical, detail orientated and meticulous
- Motivated
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Polite, professional phone voice.

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

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