Customer Call Centre Manager – Cape Town CBD – R30,000 – R40,000 per month

 

Recruiter:

West Coast Personnel

Job Ref:

JAAD- Call Centre Ma..

Date posted:

Thursday, November 17, 2022

Location:

CapeTown, South Africa

Salary:

R30,000 – R40,000 per month


SUMMARY:
Customer Call Centre Manager – Cape Town CBD – R30,000 – R40,000 per month

JOB DESCRIPTION:

Customer Call Centre Manager – Cape Town CBD – R30,000 – R40,000 per month

 

I am seeking a Customer Call Centre Manager, who will be responsible for managing the inbound and outbound team of consultants as well as a stakeholder management team. The ideal candidate will oversee the day-to-day management, performance and ongoing development of teams. Whilst the focus is mainly on inbound calls, there is an element of outbound manual calls to be made.

 

We are looking for a professional, high-performing individual, with exceptional leadership and client service skills. The successful candidate will help to build a vibrant, knowledgeable, data-driven, people-led centre of excellence that positively contributes to the client experience and adds value to the business. They will be responsible for providing extraordinary service to our clients and making the inbound contact centre exceptional.

Key Responsibilities

  • Create an environment for optimal performance
  • Ensure a performance-driven, participative culture
  • Create enthusiasm and drive engagement through reward and recognition
  • Hire, onboard and train new joiners
  • Grow and develop talent
  • Lead team meetings and give presentations to executives.
  • Develop and deliver call centre strategy, goals and key performance metrics
  • Evaluate and effectively manage customer call centre resources, including preparing and planning work schedules to ensure sufficient coverage and monitoring and managing staff attendance, adherence and occupancy
  • Collect and analyse Customer Call Centre performance data and trends, offering insights to the business
  • Timely and accurate submission and presentation of weekly, monthly & quarterly operational data
  • Provide input and support, monitor performance and take relevant actions needed to achieve required Service Level Agreement (SLA)
  • Maintains a high level of quality and resolves escalated queries in the customer call centre
  • Driving the digitization of the services environment and the delivery of automation and solutions to reduce agent and client effort and enhance customer experience.
  • Partnering with other client teams and stakeholders to ensure effective customer service delivery
  • Creates a culture of innovation and continuous improvement by identifying opportunities that add value to the customer and the business

 

 

Key attributes and competencies

  • An entrepreneurial and strategic approach
  • Planning, prioritising, organising and resource management
  • Results driven with a commitment to excellence
  • A focus on quality and customer service
  • Decisive and action-oriented
  • Analytical review of data and call centre statistics
  • An ability to problem-solve and deal with complex issues
  • Management/leadership qualities
  • Professional, positive
  • Ability to work under pressure
  • Resilient, adaptable and responsive to change    
  • Motivating, developing and performance management
  • Self-motivated, self-starter
  • Excellent interpersonal skills including coaching
  • Collaborative, builds relationships and works well with all people to achieve objectives
  • Strong written and verbal communication skills, good at presenting and communicating

Key requirements and qualifications

  • Matric with Mathematics and English (1st language)
  • Bachelor’s degree
  • Highly proficient with Microsoft Office (especially Excel)
  • Debt Counselling qualification (advantageous)
  • Lean Six Sigma training and qualification (advantageous)
  • Extensive customer services experience
  • A proven track record of 3-4 years of management experience in a customer service call centre environment
  • with a minimum 2 years’ experience in managing Team leaders
  • Knowledge of and experience in contact centre performance metrics, reporting, technology, tools and best practice methodologies

 

Email your CV to

 

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



 

 

 

Similar jobs you might be interested in:

Customer Service Call Centre Agent ( Short term contract) (Pharmaceutical) - Bellville - office based
Location: Cape Town
Salary:
84 days ago


Telesales Consultant, Cape Town
Location: Cape Town
Salary:
Chemical Manufacturing Company in cape town has an opportunity available for a Telesales Consultant who will report to the Sales Admin manager
4 days ago


Senior Business Analyst
Location: Cape Town
Salary: R80k - 100k per month
We are seeking a Senior Business Analyst to join our team in cape town, contract, onsite.
7 days ago


Operations Manager
Location: Bellville
Salary: R63.6k per month
Operations manager - Sales Floor call centre Environment - FMCG Bellville R63600 pm.
7 days ago


Operations Manager
Location: Bellville
Salary: R63.6k per month
Operations manager - Sales Floor Bellville FMCG, Retail, Contact centre experience R63600 pm.
7 days ago


Customer Service & Sales Specialist (Telesales)
Location: Capetown
Salary: Market-related
High-energy telesales role driving outbound sales and customer growth
8 days ago


Customer Service Agent
Location: Cape Town
Salary: R8000
Neo Brokers is a dynamic and innovative company dedicated to providing B2B FinTech solution to the African continent. We are passionate about using cutting-edge technology to create solutions that drive our industry forward.We are looking for lively, detail-oriented, and experienced candidates to join our team as customer Service Agents.The primary aim of this role is to provide exceptional custom...
12 days ago


Field Service Engineer
Location: Cape Town
Salary:
12 days ago


Call Centre Consultant
Location: Table View
Salary: R10 000.00 Monthly
Job Description:We are seeking an experienced call centre Consultant to join our team. The ideal candidate will handle incoming and outgoing calls, assist customers professionally, and maintain accurate records.
18 days ago


Call Centre Consultant
Location: Capetown
Salary: R10 000.00 per month
call centre Consultant
18 days ago


Create a free job alert for Customer Call Centre Manager – Cape Town CBD – R30,000 – R40,000 per month in CapeTown

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions