Description:
Our client is looking for an experienced call centre manager who can lead their representatives to better performance and improve service quality leading to customer growth. The suitable candidate will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse and utilise call centre data to focus on improving KPI driven performance and processes to better support customers/patients. To be a successful call centre manager, you should be focused on improving your team of representatives and call centre practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor. * Manage operations and teams - hourly, daily and monthly KPIs * Hiring, training, coaching, and leading call centre & sales representatives as they provide support for customers * Maintain and grow existing relationships with clients * Contribute to improving our current products and services * Actively seek out and pursue new opportunities * Contribute to the development and implementation of marketing strategies * Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives * Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees * Assisting other management team members in identifying trends and establishing call centre goals * Ensuring staff members are achieving desired service levels and taking corrective action, as needed * Preparing reports, analysing call centre data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction * Taking on other tasks or projects to support employees, other managers, and call centre operations * University degree in related field * At least 5 years’ experience as call centre manager or in customer service * Experience in Pharmaceutical and / Pharmacy Industry * Languages: fluent in Afrikaans and English (writing, reading and speech) * Experience working with Microsoft Office, specifically Excel * Data analysis experience Proficiency in data analytics (crucial) * Ability to multitask and remain calm under pressure * Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills * Knowledge of management and customer service principles and policies * Strong coaching and leadership skills, ability to motivate employees * Decisiveness and attention to detail * Proficiency with the necessary technology, including computers, software applications, phone system
21 Feb 2022;
from:
gumtree.co.za