Call Centre Manager

SUMMARY:
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POSITION INFO:

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 Management

• Oversee 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 tools
• Strats calendar vs bookings
• Performance Metrics: Monitor and analyze performance metrics, such as call wait times, resolution rates, and customer satisfaction scores.

2. Team Leadership

• Team 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 etc

3. Customer Service Excellence

• Customer 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 management
• Issue Resolution: Address and resolve escalated customer issues and complaints promptly.
  - Customer complaints, issues currently sent to:FB, , LinkedIn >> CS platform to be introduced and managed eg, Zendesk
• Quality Assurance: Implement and monitor quality assurance processes to ensure high standards of customer service.

4. Strategic Planning

• Goal Setting: Develop and implement strategies to achieve the call centre’s goals and objectives. >> Team KPIs required, achieved vs Company requirements
• Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer satisfaction. >> Process flow
• Technology Utilization: Leverage technology and software to improve call centre operations and customer interactions.

5. Reporting and Analysis

• Data Analysis: Analyze call centre data to identify trends, issues, and opportunities for improvement.
• Reporting: Prepare regular reports on call centre performance, including key performance indicators (KPIs) and operational metrics, for senior management.

6. Compliance and Standards

• Regulatory Compliance: Ensure that the call centre operates in compliance with all relevant laws and regulations, including the Protection of Personal Information Act (POPIA). Calls recorded and clients to be informed that some of our people work under supervision (all calls are being recorded for quality assurance)
• Company Policies: Adhere to and enforce company policies, procedures, and standards.

7. Stakeholder Management

• Internal Collaboration: Work closely with other departments, such as sales, marketing, and property management, to ensure alignment and support business objectives.

8. Crisis Management

• Problem-Solving: Act as the first point of contact for any major issues or emergencies in the call centre.
• Contingency Planning: Develop and implement contingency plans to handle unexpected situations and ensure continuity of operations.

Specific Considerations for the Property Investment:

• Property Knowledge: Ensure that call centre agents have a thorough understanding of the real estate market, including property listings, market trends, and legal considerations.
• Lead Management: Oversee the handling of inbound leads from potential buyers and tenants, ensuring they are promptly and accurately processed.
• Appointment Scheduling: Coordinate with real estate agents to schedule property viewings and appointments efficiently.
• Client Relationship Management: Maintain strong relationships with clients, providing consistent follow-up and support throughout the buying, selling, or renting process.

Conclusion

The role of a Call Centre Manager in the real estate industry in South Africa is multifaceted, requiring a balance of operational management, team leadership, customer service, strategic planning, and industry-specific knowledge. Effective performance in this role directly contributes to the overall success and reputation of the property investment firm.