Call Center Manager

Job Description

We are on the lookout for an experienced Call Center Manager to oversee our operations in Johannesburg. The ideal candidate will have a substantial background in call center management, ensuring that all operations meet the expectations of our clients while enhancing team performance. You will be responsible for implementing strategies to improve overall service quality and develop a strong and motivated workforce.

Responsibilities

• Oversee daily operations and ensure all customer queries are handled effectively.
• Train and mentor staff, ensuring they meet performance and quality benchmarks.
• Analyze call center reports and provide actionable feedback for continuous improvement.
• Develop and maintain operational procedures that enhance efficiency.
• Drive team engagement initiatives and foster a positive work environment.
• Implement customer service best practices to enhance client satisfaction.
• Conduct performance reviews and provide constructive feedback to team members.
• Ensure data accuracy and reporting within the CRM and other systems.
• Collaborate with cross-functional teams to improve service offerings.

Requirements

Education

• Bachelor's degree in Business Administration or related field

Experience

• 5+ years of experience in call center management

Technical Skills

• CRM Software
• Data Analysis

Soft Skills

• Leadership
• Communication

Languages

• English: Fluent

Advantageous

• Experience with workforce management software: Familiarity with software that helps manage staff scheduling and workforce optimization.
• Knowledge of customer experience strategies: Ability to implement strategies that enhance the overall customer experience.

Benefits

• Competitive salary based on experience
• Health benefits including medical aid
• Paid time off and flexible work hours
• Professional development opportunities

Company Culture

• Collaborative Environment: We foster a culture of teamwork and support, encouraging innovation and creativity.
• Employee Growth: We prioritize the professional growth of our team members through ongoing training and development.
• Diversity: Our company values diversity and inclusivity, welcoming individuals from various backgrounds.