Call Centre Manager

Main Purpose of Role

To manage and achieve the required daily and monthly targets of the outbound call centre by providing dynamic leadership to the Warm-up call centre team. To further manage employee turnover rate and consistently focus on improving performance and processes.

Required Qualification

• Grade 12
• Proficient in Microsoft Office
• Management qualification advantageous

Required Minimum Work Experience

• 3 – 4 years’ call centre experience
• 2 – 3 years call centre industry knowledge

Technical and Behavioural Competencies Required

Technical:

• MS Office skills
• Report drafting skills
• Excel skills
• Strong administrative skills

Behavioural:

• Target driven
• Self-driven
• Strong coaching and leadership skills
• Positive and energetic
• Structured and detail orientated
• Able to multi-task
• Relationship building
• Proactive – capable of identifying and initiating change
• Responsive
• Focus on implementation and delivery
• Able to work under pressure
• Able to motivate employees
• Attention to detail

Key Performance Areas

Management of Call Centre delivery

• Efficiently manage day-to-day operations of outbound call centre.
• Implement call centre processes, strategies and operations.
• Conduct performance reviews for all team leaders.
• Achieve targets within specified acquisition parameters, including but not limited to conversion rates, acquisition costs.
• Identifying training needs.
• Developing and defining learning objectives for training sessions.
• Ensure optimal number of agents are recruited and trained on a continuous basis, recruiting and training for quality and not just quantity
• Develop a Rewards & Recognition programme.
• Manage resource capacity planning and utilization thereof to support the achievement of sales targets, volumes, operational budgets and campaign plans.
• Establish a high standard for productivity and quality.
• Prepare annual budgets working together with the Head of Call Centre.
• Summarize, collect and analyze call centre trends and data for regular performance reports.
• Monitor call metrics; track effectiveness in call time, quality and customer experience.
• Ensure that all complaints are dealt with immediately and escalated to all channels.

People Managing

• Management of team leaders by providing guidance, advice, mentorship and coaching.
• Providing encouragement and support to assist team leaders in achieving personal performance goals.
• Developing strong team cooperation and clear direction.
• Review and manage leave applications to ensure that the call centre is not impacted negatively.
• Create an environment that promotes high performance from team leaders and agents
• Provide input on awards ceremonies and agent recognition - performance, longevity, specific goals.

Reporting

• Provide daily agent count to Human Resources Manager before 09h00.
• Compile daily and weekly and monthly reports accurately and timeously.