Job title : Manager Call Centre Job Location : Gauteng, Johannesburg Deadline : January 11, 2025 Quick Recommended Links Jobs by Location Job by industries What will you do?
The Call Centre Manager will contribute to the high standard of quality client service to both financial intermediaries and clients and will take ownership of the day-to-day management of the teams in the centre.
The role requires strong relationship building and team management skills as well as knowledge of call centre management.
Key outcomes The following outcomes will be expected to be achieved by the Call Centre Manager: Ensure excellent client service Implemented servicing journeys that will lead to better outcomes for intermediaries Client liaison and resolving escalated queries and complaints received Delivering on contracted SLA's.
Managerial Functions Recruitment Performance Management General people practices Training & Development Contracting with the Training and Development team Maintaining and managing quality standards across both calls and emails Leadership Understanding of the Communication Centre strategy and impact on the team Influencing staff to achieve the Communication Centre's strategic objectives Problem-solving Assist with advice & guidelines for technical/ complex enquiries Provide data and information on nature and number of problem cases and team performance Administration & Communication Compiling management information Capacity planning & workforce management for the Call Centre Decision Making Prioritisation / delegation of work Managing change and the impact on the team Qualifications and experience Grade 12/Matric At least 3 years proven management experience Relevant financial qualification will be a recommendation Strong numerical skills combined with advanced Excel skills Knowledge of LISP products and processes will be an advantage Completed Regulatory Exams Customer Service jobs