Call Centre Manager

WeBuyCars; Pretoria; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is looking for a dynamic Call Centre Manager to lead a talented team. In this pivotal role, you will oversee sales and retention strategies, manage staff performance, and ensure exceptional customer service. Your leadership will foster an environment of motivation and innovation, driving the team to meet and exceed targets. If you have a passion for developing talent and a proven track record in call centre management, this is an exciting opportunity to make a significant impact in a fast-paced environment.

Benefits

Market Related Salary

15 Days Annual Leave

Life Insurance

Provident Fund

Qualifications

• Proven experience in managing call centre teams and driving customer service excellence.
• Strong analytical and problem-solving skills to enhance performance.

Responsibilities

• Manage sales, recruitment, and performance of call centre staff.
• Ensure high customer service levels and drive team performance.

Skills

Interpersonal Skills

Communication Skills

Analytical Skills

Problem-Solving Skills

Leadership Skills

Job description

We are seeking a highly skilled and experienced Call Centre Manager to join our team.

The ideal candidate will have a proven track record in managing a call centre team and driving excellent customer service.

Responsibilities

1. Sales & Retentions
2. Recruitment, Performance and Retention of staff
3. Maintain a high level of Customer service when handling call escalations
4. Sales targets in line with business strategy
5. Reporting and performance analysis to track and improve performance
6. Identifying new opportunities within the division
7. Ensure productivity is optimized through the effective management of the entire campaign, driving best practice
8. Consistently monitor, review and evaluate team performance to ensure set objectives are met
9. Daily and Weekly meetings with teams to ensure cross team alignment and to address issues regarding production
10. Maintain acceptable work ethics within assigned mandates; keeping teams focused and productive (ensure SLA is being followed)
11. Assist in identifying, developing, evaluating, implementing or improving new procedures to improve sales and reduce costs
12. Interact effectively with other departments to ensure smooth running of area
13. Ensure application and enforcement of all policies and procedures
14. Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improve efficiencies and effectiveness
15. Identify through capacity planning, resources that are required
16. Focus on maintaining high performing retentions and sales teams, that are driven, incentivized and motivated to achieve set targets
17. Ensure that all employees have KPIs in place to effectively manage performance levels which adequately reflect expected performance outcomes and define appropriate competencies and behaviours of the various roles
18. Create and drive motivation through fun activities / themes
19. Effectively communicate any changes to the mandate to team
20. Management of Absenteeism / Late coming across all teams
21. Provide daily feedback to our Client as and when required
22. Adherence to compliance and regulatory requirements
23. Analyse existing processes and workflows to identify inefficiencies and propose improvements
24. Interpret data and provide actionable insights to support decision-making and optimise processes through automation

Competencies Required

1. Ability to interact with clients
2. Target Tracking on daily basis and facilitating in the adaption of the strategy accordingly
3. Knowledge of SLA Management / Mandate Policies and Procedures / Panel Rankings / Required Quality Assurance standards
4. Ability to use outcomes to adjust and to ensure that targets are met
5. Ability to produce and write commentary for Client Reporting (Daily, weekly and monthly)
6. Excellent People Management Skills to lead a Team (Performance Management, People Management & motivation skills)

Skills

1. Uses effective interpersonal and communication skills to gain acceptance of and commitment to plans, ideas and initiatives
2. Makes client and business needs a primary focus
3. Builds rapport and constructive relationships with stakeholders
4. Considers how actions or plans will affect the client's requirements and existing environment
5. Implements effective ways to monitor and evaluate client concerns, issues, and satisfaction
6. Identifies and distinguishes between critical and less critical activities and adjusts priorities according to business impact
7. Uses time effectively and prevents irrelevant issues or distraction from interfering with work completion
8. Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions
9. Leadership abilities, with a focus on coaching, mentoring, and developing team members

Package Includes

1. Market Related Salary
2. 15 Days Annual Leave
3. Life Insurance
4. Provident Fund