Call Centre and Remote Support Manager

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

Job summary

A leading staffing agency in South Africa is seeking a Customer Support Manager to oversee and optimize customer support operations. This role includes managing a team of support agents, tracking performance metrics, and ensuring quality standards in customer interactions. The ideal candidate will implement processes that improve efficiency, provide training, and analyze customer feedback to enhance the overall customer experience. Strong leadership and communication skills are essential for this position.

Responsibilities

• Responsible for overseeing and optimizing customer support operations.
• Managing and leading a team of support agents, ensuring they are well-trained and motivated.
• Tracking key performance metrics, such as response times and resolution rates.
• Implementing and maintaining quality standards for customer interactions.
• Streamlining processes to improve efficiency and reduce customer wait times.
• Providing ongoing training to support agents.
• Overseeing the use of support tools and technologies.
• Analyzing customer feedback and implementing strategies for improvement.
• Handling and resolving escalated issues.
• Managing staffing levels to meet demand.
• Generating reports on support performance.
• Facilitating effective communication within the team.

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.

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.