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:
36 days ago


JUNIOR SOURCING ASSISTANT to be based in Bellville, Cape Town
Location: Cape Town
Salary: Monthly
JUNIOR SOURCING ASSISTANT to be based in Bellville, cape townWe are looking for a detail-oriented and proactive JUNIOR SOURCING ASSISTANT to join our team and support our Sourcing Lead with day-to-day candidate management and administrative tasks.This is an excellent opportunity for someone who enjoys structure, extensive candidate interaction, and operational support work.This role is ideal ...
2 days ago


Call Centre Agent - Cape Town
Location: Capetown
Salary: R3500 p/m plus commission plus incentives
call centre Agent - cape town
5 days ago


Call Centre Agent (Crypto/Financial Services Industry) (Spanish/Italian) (CPT Onsite)
Location: Cape Town
Salary:
11 days ago


STAKEHOLDER ADMINISTRATION OFFICER - Durbanville, Western Cape
Location: Durbanville
Salary: R20k - 25k per month
STAKEHOLDER ADMINISTRATION OFFICER - Durbanville, Western cape R20 000 - R25 000 per month Negoti
15 days ago


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


CALL CENTRE CONSULTANT
Location: Cape Town
Salary: R9000 Monthly
call centre Consultant We are looking for a skilled call centre Consultant to join our team. The ideal candidate will manage inbound calls from clients, liaise with sales people, stores, and warehouses.Mid Career (2 - 4 yrs exp)
23 days ago


Service Desk Agent I
Location: Cape Town
Salary:
27 days ago


TECHNICAL SUPPORT AGENT
Location: Cape Town
Salary:
32 days ago


Customer Experience Team Manager | Cape Town
Location: Capetown
Salary: R350 000 - R354 000 Per Annum
customer Experience Team manager | cape town
40 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