Call Centre Operations Manager – Cape Town

Location: CapeTown, South Africa
Salary: Negotiable
Recruiter: Service Solutions
Job Ref: SSS/N
Summary: Well Established Investment Group is looking for a Call Centre Operations Manager to join their team in Cape Town

 

 

Job Description

Call Centre Operations Manager – Cape Town

 

Well Established Investment Group is looking for a Call Centre Operations Manager to join their team in Cape Town

 

Duties and Responsibilities:

  • Serves customers by planning and implementing call centre strategies and operations; improving systems and processes; managing staff.
  • Establish daily team goals
  • Monitor call metrics, track effectiveness in call time, quality and customer experience
  • Step in to handle escalated issue resolution and VIP customer service
  • Prepare weekly and monthly KPI reports for submission to executive management
  • Conduct feedback sessions with team members using recorded calls as learning tools
  • Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call centre objectives by orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
  • Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Monitor and improve ordering, telephone handling and other procedures. 

 

Requirements and Qualifications:

  • High school diploma or equivalent; Higher degree in a relevant discipline 
  • Certified Call Centre Manager (e.g. CCCM) advantageous but not required, or equivalent qualification is a plus
  • Proven experience as call centre manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (Cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call centre equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Customer Focus
  • Customer Service Experience Preferred
  • Reporting
  • Process Improvement
  • Problem Solving
  • People Skills
  • Teamwork
  • People Management
  • Managing Processes
  • Emphasizing Excellence
  • Motivated self-starter
  • 5+ years of managerial experience in Call Centre environment

 

Salary – Negotiable depending on experience

 

Please send your CV + Salary Expectations + Recent Photo to Noelle on <--------Please upload your CV here-------- OR Marlene on <--------Please upload your CV here--------

 

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