Call Centre Manager urgently wanted: Apply Now
Employer: HR Studio (Pty) Ltd
We’re looking for…
A leader to efficiently manage the day-to-day operation of the call centre.
The person will manage, supervise, train and motivate their staff members to provide excellent service to customers.
Duties and Responsibilities:
Setting and meeting performance targets for the department relating to speed, efficiency, sales and quality.
Managing the daily operations of the call centre.
Implement call centre processes, strategies and operations.
Handle all escalated customer complaints or enquiries.
Responsible for monitoring random calls to improve quality, minimise errors and track performance.
Provide Management with weekly and monthly reporting as requested.
Maintaining and analysing statistical data within the call centre.
Reviewing the performance of staff, identifying training needs and developing and planning training sessions.
Training, motivating and retaining staff
Working with HR to recruit staff when resources are required.
Setting up and facilitating meetings with the call centre team.
Conduct system testing and investigate failures for systemic or procedural causes.
Developing and implementing processes and procedures to enhance productivity within the call centre.
Keeping up-to-date regarding knowledge of industry developments and involvement.
Ensuring adherence to risk and compliance standards.
Develop reports based on specific data in order to analyse the effectiveness of the call centre.
Boxes to Tick…
Relevant tertiary qualifications relating to Finance Services.
3-5 years of experience as a call centre manager in Financial Services.
Proficiency in using Call Centre Management systems.
Able to understand and speak Zulu, Sotho, and English.
Great communication skills and can deal with a variety of different audiences.
Ability to guide, direct and effectively run a team.
Motivate a team in order to meet objectives and agreed targets.
Excellent organizational and leadership skills with problem-solving abilities.
Ability to collect and analyse relevant data regarding the call centre in order to make improvements to the call centre systems and processes.
A focused and self-motivated approach to work.
Is positive and energetic
Is structured and detail orientated
Is relationship building
Is Proactive – capable of identifying and initiating change
Pays attention to detail
Is able to work under pressure
Apply before Friday, June 28, 2019 – 61 Days left
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If you have not received a response within two weeks, your application was most likely unsuccessful.