Call Centre and Remote Support Manager

Aleon Pty Ltd; Mbombela; Remote; ZAR 279,000 - 390,600; Full time

Job summary

A prominent customer support firm in Mbombela is seeking a manager for customer support operations. This role requires overseeing a dedicated team of support agents and ensuring outstanding customer service through effective performance monitoring and training. Ideal candidates will have strong leadership skills, a strategic mindset for workflow optimization, and the capacity to analyze customer feedback to continually improve service quality. This position offers opportunities to lead in a dynamic, supportive environment.

Qualifications

• Experience in managing a team in a customer support environment.
• Strong analytical skills to track performance metrics.
• Excellent communication skills for team leadership.

Responsibilities

• Oversee customer support operations for an enhanced customer experience.
• Manage and lead support agents and their training.
• Track performance metrics to ensure efficiency.

Skills

Team Leadership

Performance Monitoring

Quality Assurance

Workflow Optimization

Training and Development

Technology Management

Customer Feedback Analysis

Escalation Management

Resource Planning

Reporting and Analytics

Communication

Remote Work Coordination

Job description

Job Description

Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.

This includes:

Team Leadership

• Managing and leading a team of support agents, ensuring they are well-trained and motivated.

Performance Monitoring

• Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.

Quality Assurance

• Implementing and maintaining quality standards for customer interactions to ensure a high level of service.

Workflow Optimization

• Streamlining processes to improve efficiency and reduce customer wait times.

Training and Development

• Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.

Technology Management

• Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.

Customer Feedback Analysis

• Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.

Escalation Management

• Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.

Resource Planning

• Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.

Reporting and Analytics

• Generating reports on support performance and using data to make informed decisions for continuous improvement.

Communication

• Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.

Remote Work Coordination

• Ensuring effective coordination and communication in a remote support environment.