Call Centre Manager

Job Description

We are seeking an experienced Call Centre Manager to lead our dynamic team in Pretoria. The successful candidate will oversee daily operations, drive performance improvements, and ensure exceptional customer service delivery.

Responsibilities

• Manage daily operations of the call center, ensuring high standards of service.
• Drive continuous improvement initiatives based on customer feedback.
• Oversee team performance and conduct regular appraisals.
• Implement best practices in customer service management.
• Ensure staff are well-trained and equipped to handle customer inquiries effectively.
• Analyze operational data to identify trends and recommend actions.
• Collaborate with other departments to improve service delivery.
• Develop a budget and ensure compliance with financial targets.
• Handle complex customer queries and provide effective solutions.
• Promote a culture of excellence within the call center team.

Requirements

Education

• Bachelor's degree in Management or a related field
• Relevant certifications are a plus

Experience

• 5+ years of experience in a customer service environment, with at least 2 years in a supervisory role

Technical Skills

• Performance Management Systems
• Telephony Systems

Soft Skills

• Conflict Resolution
• Analytical Skills

Certifications

• Six Sigma Green Belt Certification
• Project Management Professional (PMP)

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Familiarity with customer service trends: Ability to keep up with the latest trends in customer service and call center operations.
• Experience with remote management: Ability to manage teams in a hybrid setup effectively.

Benefits

• Comprehensive health insurance
• Retirement savings plans with company match
• Flexible work hours
• Paid time off and holidays

Company Culture

• Recognition and Rewards: We recognize and reward outstanding performance and contributions from our employees.
• Continuous Improvement: Our commitment to continuous improvement is reflected in our training and development programs.
• Collaboration: We encourage collaboration across departments to achieve common goals.