Call Center Manager

Job Description

We are searching for a Call Center Manager with a passion for customer service to join our Durban team. The ideal candidate will excel in managing operations, leading a diverse team, and driving performance improvements.

Responsibilities

• Direct day-to-day operations within the call center.
• Establish service standards and oversee their implementation.
• Conduct regular team meetings to discuss performance and goals.
• Promote a customer-first culture across all teams.
• Manage staff performance reviews and provide constructive feedback.
• Integrate new technologies to streamline operations.
• Evaluate staffing needs and make hiring recommendations.
• Continuously seek opportunities to reduce costs while improving service.

Requirements

Education

• Bachelor's degree in Management or related field
• Master's degree in a relevant discipline is preferred

Experience

• 5+ years managing teams in a high-volume call center environment

Technical Skills

• CRM Systems
• Reporting Tools

Soft Skills

• Conflict Resolution
• Motivational Skills

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Bilingual Skills: Fluency in additional languages is an asset.
• Project Management Experience: Experience leading projects to enhance operational efficiency.

Benefits

• Comprehensive health and wellness benefits
• Annual performance bonus
• Flexible work arrangements
• Employee training and development programs

Company Culture

• Innovation: We encourage innovative thinking and creative problem-solving.
• Team Spirit: Our team works collaboratively to achieve common goals and support one another.
• Growth: We prioritize growth and development through ongoing training and mentorship.