Call Centre Manager - (Must Have Technical And Isp Experience) R66000 Pm

Mh Solutions; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in South Africa is seeking a Manager for their Contact Centre. The role involves overseeing operations, ensuring exceptional customer service, and optimizing efficiency. Candidates should have extensive experience managing large teams and a relevant degree. This position offers an opportunity to lead a dynamic team in a fast-paced environment.

Qualifications

• Minimum of 3-year relevant degree/diploma.
• At least 8 years' experience managing a call centre with over 60 agents.
• Familiarity with call centre software systems.

Responsibilities

• Oversee a multifaceted contact centre handling various queries.
• Drive initiatives to enhance customer experience across all channels.
• Lead and develop a performance-driven supervisory team.

Skills

Customer Service

Operational Leadership

Analytical Thinking

Team Leadership

Technical Expertise

Education

3-year relevant degree/diploma

Diploma in Information Technology, Computer Science, or Engineering

Job description

Introduction: To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness.

The Manager: Contact Centre

Will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.

Duties & Responsibilities

1. Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
2. Ensure seamless and consistent customer service across all channels.
3. Operational Leadership: Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
4. Employ forecasting and shift planning techniques to allocate resources effectively, ensuring prompt and efficient handling of customer inquiries across all channels.
5. Technical Expertise and Product Ownership: Serve as a subject matter expert in resolving complex technical queries related to the company's services. Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and cost efficiency.
6. Customer Experience and Self-Service Advancement: Drive initiatives to enhance customer experience, aiming for excellence in support across all interaction channels. Promote and develop self-service options to empower customers and reduce dependency on direct call centre engagement.
7. Cost Management and Efficiency: Strategise and implement measures to save costs and improve efficiency without compromising service quality. Identify and rectify inefficiencies within operations to ensure a streamlined, cost-effective service model.
8. People Management and Leadership: Lead by example, fostering professional growth and accountability. Ensure the supervisory team is well-organised, performance-driven, and capable of handling escalations and complex interactions. Recruit, train, and retain a skilled team capable of managing technical, billing, and general queries. Regularly assess team performance against KPIs and implement frameworks for continuous improvement. Cultivate a professional, customer-centric workplace environment. Invest in ongoing development and career progression of team members.

Desired Experience & Qualification

1. Education: Minimum of 3-year relevant degree/diploma. A diploma in Information Technology, Computer Science, or Engineering is advantageous.
2. Experience: At least 8 years' experience managing a call centre with over 60 agents. Familiarity with call centre software systems, processes, and controls.
3. Business Acumen: Ability to manage budgets, contribute to strategy, and ensure goal alignment.
4. Team Leadership & Development: Skills in decision-making, collaboration, communication, interpersonal understanding, and conflict management.
5. Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting staff requirements.
6. Analytical Thinking: Strong problem-solving and reasoning skills.

If you do not receive a response within 10 working days, please consider your application unsuccessful. For inquiries, please call [contact number].

Package & Remuneration: R66 per month