Call Center Manager

Job Description

Join Customer Solutions Ltd. as a Call Center Manager in Pretoria, where you will oversee daily operations and ensure our team delivers top-notch customer service. You will play a crucial role in shaping the customer experience, leading a dedicated team, and driving performance metrics.

Responsibilities

• Drive continuous improvement initiatives to enhance call center efficiency.
• Ensure compliance with company policies and industry regulations.
• Engage with customers to gather insights and feedback for service enhancement.
• Lead recruitment efforts for the call center team, ensuring the right talent is hired.

Requirements

Education

• Bachelor's degree in Management or related field
• Certification in Call Center Management is a plus

Experience

• 5-7 years of experience in managing call center operations

Technical Skills

• Quality Assurance (QA) knowledge
• Reporting Tools

Soft Skills

• Problem-solving
• Adaptability

Certifications

• Certified Call Center Manager (CCCM)

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Knowledge of customer service trends: Staying updated on industry trends to enhance service quality.
• Experience in a multi-channel call center environment: Experience managing customer interactions across various channels.

Benefits

• Comprehensive health and wellness package
• Generous leave policy including annual and sick leave
• Flexible working arrangements
• Recognition and rewards program for outstanding performance

Company Culture

• Innovation Focus: We encourage creativity and innovation, valuing new ideas that improve our services.
• Employee Recognition: We prioritize recognizing our employees' contributions, ensuring everyone feels appreciated.
• Work-life Balance: We understand the importance of work-life balance and support flexible arrangements for our team.