Call Centre and Remote Support Manager

Express Employment Professionals; Mbombela; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading employment firm in Mbombela is looking for a Customer Support Manager to oversee support operations. The successful candidate will lead and train the support team, analyze performance metrics, and ensure a high level of service quality. Strong management and communication skills are essential for this role, which also requires experience in optimizing customer support workflows.

Qualifications

• Experience managing a customer support team.
• Ability to analyze performance metrics and customer feedback.
• Strong communication and leadership skills.

Responsibilities

• Oversee and optimize customer support operations.
• Manage and lead a team of support agents.
• Track key performance metrics and ensure efficient support delivery.
• Implement and maintain quality standards.
• Streamline processes to improve efficiency.
• Provide ongoing training to support agents.
• Oversee the use of support tools.
• Analyze customer feedback for improvements.
• Handle escalated issues and ensure resolution.
• Plan staffing levels to meet demand.
• Generate reports on support performance.

Job description

Overview

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

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

• If applicable, ensuring effective coordination and communication in a remote support environment.