Call Center Manager
Sandton, Johannesburg
Salary: R45 000 - R50 000 CTC
Our Client:
A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology.
About the role:
Our client is now ready to take the next step by providing call center services to their existing 100+ clients and to expand across new clients and markets. To keep up with the strong demand and growth for the coming years, our client needs a Call Centre Manager with operational expertise as well as experience working with client on-boarding and integration.
The Call Centre Manager will be responsible for the Call Center Operations in their South Africa delivery Centre, working in close cooperation with the CCO in the UK and closely with other internal stakeholders as well as externally with the business unit's clients.
Responsibilities:
Responsible for a portion of our call centre operations in Johannesburg, South Africa.
Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations.
Work closely with the sales organisation to on-board new clients.
Collaborate with Operations Directors to further develop processes, procedures, and methodologies that result in accurate and timely forecasts for both short and long-term budget and staff/capacity planning.
Manage and develop the Call Center agents, including training and development for new hires and for their professional growth.
Ensure the company operates within the framework of legislation within the countries our client operates and enforce the company's rules and policies.
Manage and oversee overall performance and service level agreements.
Requirements:
3+ years of experience leading customer care service teams.
Proven ability to lead call center agents towards growth.
Excellent English communication (written, verbal, listening) and interpersonal skills.
Desire to build a career in one organisation for the next 3+ years.
Outstanding communication and negotiation skills.
A person of high integrity, honest, straightforward, and transparent.
A Bachelor's degree is desirable.
Project management and/or training experience is desirable.
Strong PC, Microsoft Windows (Word/Excel/PowerPoint), and Internet usage skills.
Highly proficient with ERP software and other applicable tools such as CRM.
Good experience in call center platforms.
Competencies:
Professional, emotionally mature, and ethical.
Strong, proactive, service mindset, and customer-focused.
Strong interpersonal skills and ability to work well with a broad range of personality styles and types.
High sense of responsibility, task ownership, and ability to drive problem-solving through to resolution.
Excellent planning, organisational skills, and prioritisation to meet deadlines and carry out overall business plans.
Passion for customer service!
Ability to stay calm under pressure!
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