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Call Centre Manager


If you feel you are the right candidate for the role, then please send a detailed copy of your CV to .

We are on the lookout for a Call Centre Manager

Hiring, training, coaching, and leading call centre consultants as they provide support for customers.
Answer consultants questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Lead team meetings, ask questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call centre goals.
Ensure staff members are achieving desired service levels and taking corrective action, as needed.
Prepare reports and analyse call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
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.)

We are looking for a candidate with:

Grade
5+ years of managerial experience
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with necessary technology, including computers, software applications, phone systems, etc.
Polite, professional telephone etiquette

Salary Structure:

R plus benefits and bonus

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