Description:
We are looking for a manager to help monitor and oversee the proper functioning of our call centre. You will be required to ensure the centre is performing at its best and producing results. You will also be required to make budget plans, analyze performances and report to management on the happenings of the centre. Your contribution will make an impact on the kind of service we provide and keep our customers satisfied. Responsibilities * Create a task list for the call center daily activities and ensure they are achieved. * Ensure the resources are used to produce optimal results. * Manage the call center to achieve quantitative and qualitative objectives * Plan and implement the overall strategy * Track and measure productivity and compare to benchmarks * Offer solutions for improvement * Identify bottlenecks and suggest solutions * Monitor the performance of the call center and regularly provide feedback. * Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances. * Provide training and orientation for the recruits to provide high-quality customer service. * Oversee the budget plans and track expenses of the call center. * Assess performances with metrics like calls left waiting, calls missed, etc. * Ensure that all employees adhere to the company policies and regulations. * Prepare performance reports and report any issue to the management. * Build relationships with staff and clients * Create a welcoming and motivating environment for employees * Oversee the call center altogether * Helps call agents with challenging customer service issues. Requirements * Relevant bachelors degree. * Prior experience as a call centre manager or similar position. * Experience with customer service is compulsory. * Proficient with MS Office and Call Centre software programs. * Strong ability to budget and perform financial analysis. * Strong knowledge of performance evaluation techniques and customer service metrics. * Driven and result oriented. * Strong problem-solving ability and analytical skill. * Excellent multitasking, time management, and leadership skills. * Exceptional training and coaching skills to motivate employees * Great verbal and written communication skills * Ability to remain calm and in control of a situation Market Related Requirements * Relevant bachelors degree. * Prior experience as a call centre manager or similar position. * Experience with customer service is compulsory. * Proficient with MS Office and Call Centre software programs. * Strong ability to budget and perform financial analysis. * Strong knowledge of performance evaluation techniques and customer service metrics. * Driven and result oriented. * Strong problem-solving ability and analytical skill. * Excellent multitasking, time management, and leadership skills. * Exceptional training and coaching skills to motiva
15 May 2022;
from:
gumtree.co.za