Call Centre Manager

SUMMARY:
Our Client in the Northern Suburbs has an exciting opportunity for a CALL CENTRE MANAGER.

POSITION INFO:

They are a well-established, exciting to work for Company and are looking for an individual that can take this role and run with it!

Do you have 5 years experience in managing a call centre?  Hands on approach and not scared to get stuck in?  We looking for an individual that can set up systems, monitor systems, improve stats?

Are you passionate, energetic, involved and excited about getting up each morning and making a difference?  If yes, then do not DELAY APPLY TODAY!

EMPLOYMENT TYPE   :           PERMANENT

SECTOR                         :           PROPERTY

START DATE                  :           IMMEDIATE / A.S.A.P

DUTIES:

Plan and implement call centre strategies and operations

Establish daily team goals

Monitor call metrics, track effectiveness in call time, quality and customer experience

Resolve escalated issues

Prepare weekly and monthly KPI reports for Executive Management

Conduct feed-back sessions with team members using recorded calls as learning tools

Determine call centre operational strategies using various methods

Develop call centre systems using various methods

Maintain and improve call centre operations through various methods

Accomplish call centre objectives through various methods

Meet call centre financial objectives through various methods

Prepare call centre performance repots by collecting, analyzing and summarizing data and trends

Maintain equipment

Stay abreast of technologies in call centres

Accomplish organizational goals

Monitor and improve ordering, telephone handling and other procedures

REQUIREMENT:

Grade 12

Higher degree in a relevant discipline

Certified Call Centre Manager (CCCM) – advantageous

Proven call centre management experience

Customer service experience – required

Knowledge of performance evaluation and customer service metrics

Solid understanding of reporting and budgeting procedures

Basic financial analysis experience

Conversant with MS Office and call centre equipment / software

Outstanding communication and interpersonal skills

Excellent organization and leadership skills

People skills

Interested?  Apply on our website at www.------ or e-mail sabina@------ today.

Should you not hear back from us within 10 working days, please consider your application as unsuccessful.  We will retain your credentials for future similar roles.

NB! This job is now closed. You can apply for other jobs by uploading your CV.