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

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

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