CALL CENTRE MANAGER/EAST LONDON – Our client in the Internet & Telecomms Service Industry is looking for a Dynamic Call Centre Manager to oversee a team of +- 26 Call Centre Agents. First prize is strong People Management skills with the ability to support and motivate the team.
Requirements:
Matric
Diploma/Degree in Management will be advantageous
Call Centre Management experience non-negotiable
Exceptional Customer Service skills
Ability to communicate complex tasks and ideas using written and verbal medium
Ability to coach, develop, lead and motivate staff
Knowledge of wireless technology and networks advantageous
Responsibilities:
Lead and manage a team of Call Centre Agents
Manage team performance
Clearly communicate expectations, roles and responsibilities to team members and provide resources in order to perform
Adhere to and re-enforce company policies, procedures and practices at all times
Grow and develop team members
Onboard new recruits effective and efficiently
Live and promote the Company values and culture
Resource planning and manage Call Centre schedules
Monitoring of live metrics with hourly queue performance analysis and react on it
Ensure Helpdesk staff are adequately trained
Identify inefficiency and produce improvement actions for the Helpdesk
Implementation of approved change plans
Incident Management, communication and coordination
Co-ordinate between all parties during network emergencies
Escalate network issues to relevant departments
Liaise closely with Sales and Customer Care departments
Identifying issues on the network
Reporting monthly reports to be produced and the KPI’s of the team
Reporting on aged tickets and escalate appropriate course of action for aged cases
Undertakings:
Criminal Check
Salary: Market Related
Application Process: To apply for the above-mentioned position please apply online, online applications will receive priority or email your CV to: S with job vacancy title “CALL CENTRE MANAGER” in the subject line. Should you not hear from us within 4 weeks, please consider your application unsuccessful.
