Our client, an innovative financial technology company is in search of a skilled Call centre manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that staff are well-organized and productive and must also have excellent customer service and communication skills.
KEY PERFORMANCE AREAS
•Develop objectives for the call centre’s day-to-day activities
•Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
•Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
•Hire, coach and provide training to personnel to maintain high customer service standards
•Monitor and improve ordering, telephone handling and other procedures
•Evaluate performance with key metrics (accuracy, call-waiting time etc.)
•Prepare reports for different departments or upper management
•Proven experience as call centre manager or similar position
•Experience in customer service is required
•Knowledge of performance evaluation and customer service metrics
•Solid understanding of reporting and budgeting procedures
•Proficient in MS Office and call centre equipment/software programs
•Outstanding communication and interpersonal skills
•Excellent organizational and leadership skills with a problem-solving ability
•Positive and patient
•Matric Certificat; Higher degree in a relevant discipline will be appreciated
R20 000 – R25 000, depending on experience.
Please use the following reference number in the subject line of your email: CR169 when applying for this position. Please submit your CV in Word Format to email@example.com. Kindly consider your application unsuccessful should you not receive feedback within 1 week.