Call Center Manager

Job Description

We're on the hunt for a Call Center Manager to lead our vibrant team in Johannesburg. The successful candidate will have a passion for customer service excellence and extensive experience in call centre operations. You'll be responsible for enhancing customer satisfaction through strategic management and team leadership.

Responsibilities

• Direct and manage the call center team operations.
• Review and enhance operational procedures to improve efficiency.
• Conduct regular team meetings to discuss performance and strategy.
• Ensure workforce management and scheduling efficiency.
• Provide exceptional leadership to staff at all levels.
• Develop training programs to enhance employee skills and knowledge.
• Monitor trends in customer engagement and respond to feedback.

Requirements

Education

• Bachelor's degree in Communications or related field
• Advanced degree is preferred

Experience

• 5+ years of experience in customer service management

Technical Skills

• Telephony Systems
• Performance Metrics

Soft Skills

• Conflict Resolution
• Team Building

Certifications

• Call Center Management Certification
• Customer Satisfaction Management Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Proficiency in multiple languages: Ability to communicate in multiple languages is a plus.
• Experience with customer feedback programs: Familiarity with managing customer feedback for service improvement.

Benefits

• Extensive medical and dental insurance
• Annual performance bonuses
• Flexible working hours
• Continuous training and development opportunities

Company Culture

• Diversity and Inclusion: We are committed to fostering a diverse and inclusive workplace culture.
• Empowerment: We empower our employees to take initiative and make decisions that positively impact our customers.
• Continuous Learning: We invest in our people and provide continuous learning opportunities.