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Contact Center Operations Manager
Zusammenfassung
A leading call center in Pretoria is looking for a first-level manager to oversee a team of agents. Responsibilities include monitoring performance, coaching team members, and ensuring quality standards are met. The ideal candidate has over 2 years of experience in a call center role and strong leadership skills. This position offers the opportunity to develop your management skills in a dynamic environment.
Qualifikationen
- 2+ years of successful experience as a Call Center Agent.
- Demonstrated leadership ability.
- Proficiency with WFM software and advanced reporting.
Aufgaben
- Monitor agent performance in real-time and provide instant feedback.
- Handle and de-escalate calls from frustrated customers.
- Conduct regular performance reviews and create development plans.
- Ensure adherence to schedules and quality standards.
- Generate and analyze performance reports for management review.
- Manage scheduling and administrative tasks for the team.
Kenntnisse
Tools
First-level manager responsible for the performance, coaching, and development of a team of agents.
- Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching.
- Handle and de-escalate calls from highly frustrated or challenging customers.
- Conduct regular 1:1 performance reviews and create development plans for team members.
- Ensure team adherence to schedules (Adherence) and quality standards (QA Score).
- Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review.
- Manage scheduling, sick leave and other administrative tasks for the team.
- 2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.
- Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.
- Skills: Strong leadership, motivational, conflict resolution and data analysis skills.
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