Call Centre Manager
Job Description
The Call Centre manager is responsible to develop and implement all Call centre policies and procedures to ensure optimum customer interaction and engagement.
Some of the key responsibilities:
Develop and Implement the Call Centre strategy within Nu Metro,
Assist with projects to stabilise and optimise customer database,
Ensure that all queries are resolved on lowest possible level and in shortest possible time-period,
Ensure that all Call Centre agents are well au fait with the escalation procedures and quick closing of queries,
Prepare and manage resource scheduling to ensure optimum availability,
Daily monitoring of productivity,
Drive incentive scheme,
Train and motivate team,
Build and maintain close relationships with all relevant parties,
Drive solid teamwork within the Call Centre,
Constant monitoring and reporting,
Flag any issues and provide solutions to solve matters,
Ensure that processes and procedures are constantly tweaked and improved.
Essential/Desirable Attributes and Experience
Proven track record of Call Centre management in a customer focused environment Solid understanding and previous experience with Call Centre software and systems. Proven track record of the development, implementation and management of strategy, policies and procedures. High energy levels with a passion for the industry. Strong proven track record of leadership abilities and a self-starter and team player with an ability to motivate others.
Job Type: Full-time
Pay: Up to R20000,00 per month
Work Location: In person
Application Deadline: 2025/03/01
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Job Detail
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Job IdJD1386357
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IndustryNot mentioned
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Total Positions1
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Job Type:Contract
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationHyde Park, GP, ZA, South Africa
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EducationNot mentioned