Call Centre Manager

Title: Call Centre Manager

Location: Sandton / Rosebank

About Us

At Quantanite, we are a premier BPO provider committed to delivering exceptional customer service solutions. Our work environment is dynamic, inclusive, and fosters innovation, collaboration, and professional growth. If you are passionate about leading teams, optimizing operations, and enhancing customer experiences, you'll thrive with us.

Position Overview

We are seeking a seasoned and strategic Call Centre Manager to oversee the daily operations of our call centre in Sandton. The ideal candidate will possess a robust background in call centre management, exemplary leadership abilities, and a dedication to improving operational efficiency and customer satisfaction. This role involves managing team performance, implementing best practices, and driving continuous improvement initiatives to ensure our call centre operates at peak performance.

Key Responsibilities

Team Leadership:

• Lead, mentor, and develop a team of supervisors and agents.
• Conduct regular performance evaluations, provide constructive feedback, and support professional development to ensure high levels of team performance and engagement.

Operational Management:

• Oversee daily call centre operations to ensure adherence to service level agreements (SLAs) and quality standards.
• Manage scheduling, staffing, and resource allocation to optimize performance and efficiency.

Performance Monitoring:

• Track and analyze key performance indicators (KPIs) and metrics to assess call centre performance.
• Prepare and present detailed reports on operational performance, customer satisfaction, and service quality to senior management.

Process Improvement:

• Identify areas for improvement in call centre processes and implement changes to enhance service quality, operational efficiency, and customer experience.
• Drive initiatives to reduce call handling times, improve first-call resolution, and increase customer satisfaction.

Customer Experience:

• Ensure all customer interactions meet company standards for quality and professionalism.
• Address and resolve escalated customer issues and complaints promptly and effectively.

Training and Development:

• Develop and implement comprehensive training programs for new hires and ongoing development for existing staff.
  
  Ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively.

Technology Management:

• Oversee the use and maintenance of call centre technologies and systems.
• Collaborate with IT and vendors to ensure systems function optimally and support the call centre's needs.

Compliance:

• Ensure the call centre operates in compliance with company policies, procedures, and regulatory requirements.
• Conduct regular audits and implement corrective actions as needed.

Experience:

• Minimum of 3-5 years in a call centre environment.
• At least 2-4 years in a managerial or supervisory role.

Skills:

• Strong leadership and team management capabilities.
• Excellent analytical and problem-solving skills.
• Proficiency in call centre software and CRM systems.
• Superior verbal and written communication skills.
• Attributes:
• Ability to manage multiple tasks and prioritize effectively.
• Strong decision-making skills.
• Proactive and results-oriented mindset.
• Ability to work under pressure and handle challenging situations.

Education/Certifications:

• Bachelor's degree in Business Administration, Management, or a related field preferred. Equivalent work experience will be considered.
• Relevant certifications (e.g., Call Centre Management, Six Sigma) are a plus.

What We Offer

Professional Development:

• Comprehensive training programs to enhance managerial and operational skills.
• Opportunities for career advancement and professional growth within the company.

Work Environment:

• A supportive and innovative work culture focused on teamwork and continuous improvement.
• Collaborative atmosphere where your ideas and contributions are valued.

How to Apply

Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to our hiring portal.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Quantanite and lead our call centre to new heights of excellence