Call Centre Manager

Bonafide Human Capital; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An automotive dealer in Cape Town is looking for a skilled Call Centre Manager to oversee the call centre operations. Responsibilities include developing operational strategies, monitoring staff performance, and resolving customer complaints. The ideal candidate will have at least 3 years of experience in a dealership environment and a proven ability to lead and develop teams.

Qualifications

• Minimum 3 years’ experience at dealership level.
• Ability to lead and develop a team.

Responsibilities

• Create and implement operational strategy for the call centre.
• Monitor calls to improve staff performance.
• Handle and resolve complex customer complaints.
• Set performance targets and conduct appraisals.
• Track user feedback and performance statistics.
• Prepare reports for senior management.
• Communicate company goals to all employees.

Skills

Team leadership

Customer service management

Operational strategy development

Job description

Call Centre Manager position available in Cape Town.

Our automotive dealer client based in Milnerton is looking to employ a Call Centre Manager.

Requirements:

• Must have minimum 3 years’ experience at dealership level and be able to lead and develop a team.

Duties and Responsibilities:

A Call Centre Manager has various important duties and responsibilities, these include:

• Creating and implementing operational strategy, sourcing equipment and managing other aspects of the call centre’s daily operation
• Monitoring random calls to assess and improve the quality of staff performance
• Handling and resolving complex customer complaints
• Setting and meeting performance targets and carrying out periodic appraisals
• Tracking user feedback, key performance indices and other statistics
• Preparing reports and making presentations to senior management and other stakeholders
• Communicating the company’s goals so that all employees understand their role