Call Center Manager - Johannesburg - Service Desk Analyst

Job Description

As a Call Center Manager in Johannesburg, you will lead a vibrant team dedicated to providing outstanding customer service. Your role will involve overseeing daily operations, ensuring adherence to organizational standards, and driving performance improvements to enhance customer satisfaction.

Responsibilities

• Develop training programs for new hires and ongoing training for existing staff.
• Ensure customer satisfaction targets are met through effective team management.
• Identify and address training needs by analyzing performance deficiencies.
• Promote a customer-centric culture throughout the organization.
• Engage with clients to understand their needs and feedback.
• Facilitate team meetings to discuss performance and share best practices.
• Utilize call center software to enhance service efficiency.
• Work with the marketing team to promote customer engagement initiatives.

Requirements

Education

• Bachelor's degree in Management or related field
• Postgraduate qualification is preferred

Experience

• 6+ years of experience in a managerial role within a call center environment

Technical Skills

• Call Center Technologies
• Performance Metrics

Soft Skills

• Problem-solving
• Motivational Skills

Certifications

• Certified Call Center Manager (CCCM)

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience in handling multi-channel support: Proficiency in managing customer support across various channels including phone, email, and live chat.
• Knowledge of quality assurance practices: Ability to implement and monitor quality assurance protocols to ensure service excellence.

Benefits

• Comprehensive medical and dental coverage
• Pension plan with employer matching
• Employee assistance programs
• Opportunities for career advancement

Company Culture

• Innovation: We embrace innovation and encourage creative thinking to solve complex challenges.
• Work-Life Balance: We support a healthy work-life balance, allowing flexibility in our work arrangements.
• Accountability: We believe in taking ownership and responsibility for our actions and decisions.