Contact Center Manager - Johannesburg - Service Desk Analyst

Job Description

We are on the lookout for a passionate Contact Center Manager to oversee our Johannesburg service desk. You will lead a vibrant team, ensuring exceptional customer service and operational efficiency while driving performance improvements.

Responsibilities

• Design and enforce operational policies to optimize workflow and efficiency.
• Enhance customer satisfaction through effective service delivery and problem resolution.
• Evaluate trends in service requests and customer interactions for targeted improvements.
• Collaborate with other departments to align service delivery with business objectives.
• Prepare and present reports on contact center performance and customer satisfaction.

Requirements

Education

• Bachelor's degree in Communication or Management
• Master's degree preferred

Experience

• 5+ years experience in managing contact center operations

Technical Skills

• Telephony systems
• Workforce management software

Soft Skills

• Empathy
• Conflict resolution

Certifications

• Customer Service Excellence Certificate

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with customer feedback systems: Ability to implement and analyze customer satisfaction surveys.
• Project management skills: Experience in managing projects related to service improvement and team development.

Benefits

• Comprehensive medical insurance
• Retirement savings plan with company matching
• Employee training and development programs
• Work-from-home options available

Company Culture

• Continuous Improvement: We focus on ongoing development for both our employees and our processes.
• Customer-Centric Approach: We put our customers at the heart of everything we do.
• Community Engagement: We actively engage with local communities to foster positive relationships.