Call Center Manager

Job Description

We are seeking a dedicated Call Center Manager to lead our Durban operations. The successful candidate will oversee a team of customer service representatives, ensuring high performance and customer satisfaction. This role requires strong leadership skills and a deep understanding of call center operations.

Responsibilities

• Lead a team of customer service representatives by fostering a positive and productive working environment.
• Monitor call center metrics and analyze trends to optimize performance.
• Implement best practices in customer engagement and service delivery.
• Develop training programs to enhance agent skills and product knowledge.
• Address and resolve issues impacting team morale and productivity.
• Work closely with the recruitment team to hire qualified staff for the call center.
• Engage in continuous process improvement initiatives.

Requirements

Education

• Bachelor's degree in Business Administration or related field

Experience

• 3-5 years of experience in call center management or similar role

Technical Skills

• Call Center Software
• Data Analysis

Soft Skills

• Leadership
• Communication

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with ISO standards: Familiarity with ISO quality standards for customer service.
• Knowledge of performance management systems: Experience in using performance management systems to enhance employee productivity.

Benefits

• Attractive salary package
• Comprehensive medical aid coverage
• Retirement savings plan
• Annual leave and public holidays
• Career advancement opportunities

Company Culture

• Teamwork: We value teamwork and collaboration, encouraging contributions from all team members.
• Continuous Improvement: We strive for continuous improvement in processes and employee skills.
• Diversity and Inclusion: Our company is committed to fostering a diverse and inclusive work environment.