Outbound/Inbound Call Centre Manager ( Green Point)

SUMMARY:
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POSITION INFO:

One of our clients based in Green Point,  an innovative, contemporary, and dynamic Real Estate Brokerage is looking for a Outbound/Inbound Call Centre Manager.

Requirements:

-Minimum of 2-5+ years of experience in a call centre management role.

-Proven track record of successfully managing outbound and inbound call centre teams.

-Strong leadership and team-building skills.

-Excellent communication and interpersonal skills.

-Proficiency in call centre software and technology.

-Ability to analyse data and make informed decisions to drive performance.

-Strong problem-solving skills and ability to handle high-pressure situations.

-Flexibility to work in a fast-paced and dynamic environment.

-IT skills are essential for managing call centre systems and tools.

-Own Laptop & Transport

Plus points:

• Dialfire software experience
• HubSpot CRM experience
• Looker Studio experience

Key Responsibilities:

-Oversee the day-to-day operations of the outbound and inbound call centres.

-Develop and implement strategies to improve call centre performance and achieve key performance indicators (KPIs).

-Manage, train, and mentor call centre staff to ensure high levels of customer service and operational efficiency.

-Monitor call centre metrics and prepare regular performance reports for senior management.

-Handle escalated customer issues and provide effective resolutions.

-Collaborate with other departments to ensure a seamless customer experience.

-Implement and maintain call centre technology and software to optimise operations.

-Ensure compliance with company policies, industry regulations, and quality standards.

-Conduct regular team meetings and performance reviews.

- Recruit and train call centre staff