Contact Center Manager - Johannesburg

Job Description

As a Contact Center Manager, you will oversee a dedicated team, ensuring the delivery of outstanding customer service. Your role will involve strategic planning, training staff, and implementing improvements to enhance customer interactions.

Responsibilities

• Direct the activities of customer service representatives to improve customer loyalty.
• Create an inclusive and supportive work environment for staff.
• Use customer feedback to refine processes and service offerings.
• Prepare reports and presentations for upper management on service performance.
• Stay updated on industry trends to keep the contact center competitive.
• Ensure compliance with company policies and procedures.

Requirements

Education

• Degree in Communications or similar field
• Postgraduate qualification is an advantage

Experience

• 5+ years leading contact center operations

Technical Skills

• Telephony Systems
• Service Quality Assurance

Soft Skills

• Analytical Skills
• Problem-solving

Certifications

• Customer Service Excellence Certification
• Leadership Training Certification

Languages

• English: Fluent

Advantageous

• Familiarity with remote work technologies: Understanding of tools that support remote customer service operations.
• Project Management Certification: Having certifications in project management methodologies is a plus.

Benefits

• Comprehensive health insurance
• Flexible working hours
• Employee discounts
• Career development opportunities

Company Culture

• Diversity and Inclusion: We value diversity at every level and encourage a culture of inclusivity.
• Continuous Development: We support and promote continuous learning and professional growth.
• Positive Work Environment: We maintain a supportive and positive atmosphere for all employees.