Call Centre Manager needed: Apply Here
Employer: HR Studio (Pty) Ltd
We’re looking for….
A true leader to efficiently manage the day-to-day operation of the call centre.
Who are you?
You are someone who has great communication skills and can deal with a variety of different audiences.
You are someone who provides guidance, direction and can effectively lead a team.
You are someone who motivates your team and ensures that they reach all their set targets.
You are determined and a natural problem solver.
You are process driven and see yourself as a strategist who likes to implement change.
You are analytic and love using the data to compiling reports for improvement
What’s the role?
You are responsible for setting and meeting performance targets for the department relating to speed, efficiency, sales and quality;
You are responsible for managing the daily running of the call centre;
You are responsible for implementing call centre strategies and operations;
You are responsible for handling all escalated customer complaints or enquiries;
You are responsible for monitoring random calls to improve quality, minimise errors and track operative performance;
You are responsible for providing weekly and monthly reporting as per the Managements requests;
You are responsible for maintaining and analysing statistical data within the call-centre;
You are responsible for reviewing the performance of staff, identifying training needs, developing and planning training sessions;
You are responsible for coaching, motivating and retaining staff;
You are responsible for working with HR to recruit staff when resources are required;
You are responsible for setting up and facilitating weekly and monthly meetings with the call centre team;
You are responsible for conducting system testing and investigate failures for systemic or procedural causes and provide solutions system enhancement opportunities to reduce qualitative risk and improve effectiveness of the roles;
You are responsible for developing and implementing processes and procedures to enhance productivity within the call centre;
You are responsible for keeping up-to-date regarding knowledge of industry developments and involvement;
You are responsible for ensuring effective implementation and compliance of Call Centre customer/operational systems or procedures;
You are responsible for ensuring adherence to risk and compliance standards
Boxes to tick…
Must have relevant tertiary qualifications relating to Finance/Insurance Industry
Must have 3-5 years’ experience as a call centre manager in the Insurance environment
Proficiency in using Call Centre Management systems
Able too understand several African languages
You’re someone who….
Is positive and energetic
Is structured and detail orientated
Able to multi-task
Is a relationship building
Proactive – capable of identifying and initiating change
Focus on implementation and delivery
Has attention to detail
Able to work under pressure
Able to show initiative
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.