Call Centre Manager

IGrow Wealth Investments, South Africa's #1 Property Investment Company, is looking for aCall Centre Managerto join their team inCape Town.
1. Operational Management
Oversee Daily Operations:Ensure the smooth running of the call centre operations, handling inbound and outbound calls efficiently.
Resource Allocation:Manage and allocate resources to meet call volumes and maintain service levels.
Capacity vs Actual Resources and tools
Strats calendar vs bookings
Performance Metrics:Monitor and analyze performance metrics, such as call wait times, resolution rates, and customer satisfaction scores.

2. Team Leadership
Team Management:Lead and supervise a team of call centre agents, providing guidance, support, and feedback.
Recruitment and Training:Oversee the recruitment, training, and development of new and existing staff.
Motivation and Engagement:Foster a positive work environment and motivate the team to achieve their targets.
Liaise with team leaders- Rentals and sales etc

3. Customer Service Excellence
Customer Interaction:Ensure that all customer interactions are handled professionally, efficiently, and in line with company policies. (rentals vs sales - documented process and policy to be signed by users)
3CX Wall board for inbound call management
Issue Resolution:Address and resolve escalated customer issues and complaints promptly.
- Customer complaints, issues currently sent to:FB,