Call Centre Manager

Ubuntu We Sizwe Two Four Seven Pty Ltd; Johannesburg; On-site; ZAR 300,000 - 600,000; Full time

Job summary

A prominent company in Johannesburg seeks a Call Centre Manager to oversee a large team and ensure operational excellence. This role involves setting performance goals, resolving issues, and fostering a productive environment. Candidates with at least 5 years in call center management and experience in the Financial or Insurance sectors are strongly preferred.

Qualifications

• 5 years minimum experience in Call Centre management.
• Experience managing a team of 30 or more agents.
• First preference for candidates from the Financial/Insurance/Trading industry.

Responsibilities

• Setting goals for call center employees.
• Resolving customer issues and analyzing performance metrics.
• Driving continuous improvement and process optimization.

Skills

Performance Management

Coaching and Training

Sales Strategy Development

Customer Issue Resolution

Job description

To manage Call Center Representatives , establishing goals for call center employees to follow and resolving any Call Centre issue and meet Call Centre Targets.

• Setting goals : Establishing goals for call center employees
• Resolving issues : Resolving customer issues and other call center problems
• Managing performance : Managing the team's performance
• Transferring technical knowledge : Ensuring that technical knowledge is effectively transferred to customers
• 5 years Minimum experience in Call Centre management
• Managed at least a team of 30 or more agents at a time
• Responsible for the day-to-day operations of a call Centre,
• Setting performance goals and targets
• First preference is given to those in the Financial / Insurance / Trading industry
• Developing and implementing effective sales strategies
• Coaching and training agents to enhance their skills
• Monitoring and analyzing performance metrics
• Ensuring compliance with industry regulations
• Fostering a positive and productive team environment
• Driving continuous improvement and process optimization

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Call Centre Manager • Johannesburg, South Africa