Call Centre Manager

Recruiter:

Profession Hub

Job Ref:

3812396524

Date posted:

Friday, September 3, 2021

Location:

Johannesburg, South Africa

Salary:

Negotiable

SUMMARY:
-

POSITION INFO:

Global Company in the eCommerce environment is looking for an experienced Call Center Manager to head up their 24/7 contact center based in Johannesburg.

Duties & Responsibilities

Manage 60+ call center staff
Provide guidance and leadership to the CS department with a high focus on building long term customer relationships and customer loyalty
Drive significant growth of transactions by suggesting ways to maximise revenue to meet targets
Increase the number of products and services being utilized by active customers and maintain high-quality assurance
Review existing CRM and campaign management processes and systems to support the sales and marketing strategy
Identify and implement Key Metrics to measure the success of the Customer Success team
Research and analyse competitors, target markets and channels as well as trends to support marketing programs and brand innovation
Carrying out supervisory responsibilities in accordance with business policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; effective conflict resolution.

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Experience and qualifications

Ability to build and manage high-performance teams
Definition and measurement of strategic KPIâ€™s for the Customer Success Department
Excellent written, verbal, and presentation skills
Experience in training and development is an advantage
An ability to work on multiple projects simultaneously
Strong numerical proficiency
Able to self-manage and run independently with initiatives
Ability to problem solve
Ability to work across teams
Relevant Business Management Degree/Diploma
5 + years management experience in fast-paced online/ e-commerce environment

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

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