Job Advert Summary
We're seeking a proactive and experienced Customer Service Manager to lead our dynamic call centre team and ensure exceptional customer experiences. This role will manage daily operations, oversee a team of service consultants, and drive performance to achieve key goals in a fast-paced Financial Services environment. The ideal candidate will be a strong leader, skilled in strategic planning, team development, and operational excellence to enhance efficiency and service quality.
Minimum Requirements
Grade 12/Matric
Degree/Diploma in Business Admin or Customer service-related field
Min 2 years of working experience in call centre management
Proficient in customer service tools and systems
CRM software knowledge (advantageous)
Strong leadership and team management capabilities, with a track record of motivating and developing staff.
Excellent communication, problem-solving, and conflict-resolution skills.
Duties and Responsibilities
Team Leadership & Development
Lead the recruitment, onboarding, and training of new customer service consultants.
Inspire and motivate team members to consistently deliver top-quality service.
Conduct performance reviews, provide constructive feedback, and create tailored development plans to improve skills and productivity.
Operations Management
Oversee all call centre operations, including call routing (inbound and outbound), staff scheduling, and real-time monitoring of performance metrics, making necessary adjustments to achieve KPIs.
Develop and implement processes to improve efficiency, streamline ticket management, and optimize the customer experience.
Analyse call centre data and metrics to spot trends, identify improvement areas, and seize opportunities for enhanced performance.
Resolve escalated customer issues, ensuring timely, professional, and effective resolutions
Quality Assurance & Compliance
Establish and monitor key performance indicators (KPIs) to ensure consistent, high-quality service.
Implement quality assurance measures such as call monitoring, feedback sessions, and regular customer satisfaction surveys.
Maintain compliance with industry standards, regulations, and company policies, ensuring best practices are adhered to.
Data Analysis & Reporting
Track and analyse call centre performance data, generating weekly and monthly reports for senior management with insights and improvement recommendations.
Training & Continuous Improvement
Design and deliver ongoing training to boost consultants' skills, product knowledge, and customer service expertise.
Keep updated on industry trends and best practices to refine and improve call centre operations.
Foster a positive, team-oriented work environment that values innovation, and continuous learning, and aligns with Hello Group's core values.
Special Projects & Initiatives
Support outbound campaigns and special projects as assigned.
Undertake ad hoc tasks within the scope of work as needed.
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