Call Centre Manager

Boardroom Appointments; Johannesburg; On-site; ZAR 420,000 - 750,000; Full time

Job summary

Boardroom Appointments in Johannesburg seeks a seasoned Call Centre Manager to lead a high-performance team and deliver world-class inbound and outbound CRM support. You will establish management controls to meet customer service and productivity targets through daily coaching and monitoring.

Responsibilities include setting service and performance metrics, analysing results, and driving improvements. The role requires SAP ERP knowledge, CRM platforms (Salesforce advantageous), BI tools, and

Qualifications

• Minimum of 5 years of management experience in a call centre.
• Excellent writing skills and attention to detail.
• Computer literacy with MS Office Suite.
• Knowledge of SAP ERP systems.
• Experience with CRM platforms (Salesforce advantageous).
• Knowledge of BI platforms.
• Familiar with social platforms and complaints handling.
• Knowledge of call centre management systems.

Responsibilities

• Establish and communicate service and performance metrics, monitor results, and implement improvements.
• Lead people management and daily coaching to meet targets.
• Coordinate internal liaison and execution across departments.
• Ensure governance and compliance of call centre processes.

Skills

People management

Writing skills

Attention to detail

Governance & compliance

Analytical thinking

Tools

MS Office

SAP ERP

CRM platforms (Salesforce)

BI platforms

Call centre management systems

Job description

Manages and builds a high-performance call centre with a clear vision to provide world-class Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that CLOs meet and sustain agreed customer service, productivity and other targets through daily monitoring, coaching & support. Very knowledgeable on all aspects of the products, processes and systems required to deliver outstanding customer service. Ensures that a customer focused, high performance/high commitment environment is maintained and further developed. Supporting the business as a whole with specific focus on the sales and distribution functions by improving customer service through analysing, evaluating, and optimising related processes.

Establishing and communicating service and performance metrics, monitoring and analyzing results and implement improvements accordingly

Key Performance Areas

1. People Management (30%)

3. Internal Liaison and Execution (15%)

4. Call Centre Performance Management & Reporting (15%)

5. Governance & Compliance (10%)

• 5 years management experience in a Call
• Very good writing skills attention to detail
• Computer Literacy (MS Office Suite)
• Knowledge of SAP ERP Systems?
• CRM platforms (Salesforce advantageous)
• Knowledge of BI Platforms
• Familiar with Social platforms & complaints
  handling
• Knowledge of Call Centre Management
  systems