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Call Center / Operations Manager

Are you a dedicated, supportive Call Centre Supervisor who can coach and motivate Call Centre Agents in their field of service? This position will provide support and training to the department by monitoring agents progress and maintaining their KPI’s. You should be analytical, supportive and be able to build the necessary skills to build a successful team.

REQUIREMENTS:

Grade 12

Minimum 3 years’ in a Supervisory role in a Call Centre environment

Good Computer Skills

Good People management skills

Ensure professionalism and efficiency within your department

Valid driver’s license with own vehicle

 

DUTIES:

Management of departmental teams and quality of their workload

Management of processes and efficiency within all areas of your departments

Ensure customer satisfaction at all times – attend to any escalated customer complaints within 24 hours of the complaint

Training of the staff within the department

Manage and carry out disciplinary matter in the departments under the guidance of the HR department

Analysis of employee customer call quality of your department

Maintenance and upkeep of mailboxes affiliated to the department

Ensure customer Service Level Agreement requirements are adhered to

Ensure departmental Codes of Practice are adhered to

Management of capacity planning

Workload overflow assistance

Current Service Level Agreements managed

Weekly customer complaints and rectifications – report back

Service quality to customers

Setup and Checking of Bureau performance reports

Validating new Bureau customer take on forms before account is opened

Setting up vehicles on Bureau

Management and actioning of the CRM regarding the Service Level Agreements and Minutes of Meetings and the timing thereof

Conduct customer satisfaction surveys as required by the company

Monitor and report on Regional Key Accounts staff – planned versus actual customer visits

 

Salary:    Dependent on experience

 

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