Call Centre Manager
7 days ago
The Call Centre manager is responsible to develop and implement all Call centre policies and procedures to ensure optimum customer interaction and engagement.
Some of the key responsibilities:
- Develop and Implement the Call Centre strategy within Nu Metro,
- Assist with projects to stabilise and optimise customer database,
- Ensure that all queries are resolved on lowest possible level and in shortest possible time-period,
- Ensure that all Call Centre agents are well au fait with the escalation procedures and quick closing of queries,
- Prepare and manage resource scheduling to ensure optimum availability,
- Daily monitoring of productivity,
- Drive incentive scheme,
- Train and motivate team,
- Build and maintain close relationships with all relevant parties,
- Drive solid teamwork within the Call Centre,
- Constant monitoring and reporting,
- Flag any issues and provide solutions to solve matters,
- Ensure that processes and procedures are constantly tweaked and improved.
**Essential/Desirable Attributes and Experience**
- Proven track record of Call Centre management in a customer focused environment
- Solid understanding and previous experience with Call Centre software and systems.
- Proven track record of the development, implementation and management of strategy, policies and procedures.
- High energy levels with a passion for the industry.
- Strong proven track record of leadership abilities and a self-starter and team player with an ability to motivate others.
Pay: Up to R20 000,00 per month
Work Location: In person
Application Deadline: 2025/03/01
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