Call Centre Manager

IGrow Wealth Investments, South Africa's #1 Property Investment Company, is looking for a Call Centre Manager to join their team in Cape Town.1. Operational ManagementOversee 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 toolsStrats calendar vs bookingsPerformance Metrics: Monitor and analyze performance metrics, such as call wait times, resolution rates, and customer satisfaction scores.2. Team LeadershipTeam 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 etc3. Customer Service ExcellenceCustomer 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 managementIssue Resolution: Address and resolve escalated customer issues and complaints promptly. - Customer complaints, issues currently sent to:FB,