Call Centre Manager - Cape Town, South Africa - O'Dwyer Personnel

O'Dwyer Personnel

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

R R50000 Gross p/m + (Benefits included - Medical Aid, Pension, Group Life, Disability)

Duties:

Inspires, leads, engages, coaches, develops and motivates a team of 69 Team Leaders supporting the delivery of the best sales & service in the client's industry
Contribute towards the development of customer service strategies, policies and procedures
Develop and implement operating plans in line with customer service strategies, policies and procedures
Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary
Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards
Ensures appropriate reporting functionality is in place and functional on the performance of the operation
Manage the client operational relationship and SLA
Manage performance of staff according to best practice including:
Set performance standards (Key Performance Areas, Key Performance Indicators)
Ensure performance measurement is carried out correctly and regularly
Ensure skill and knowledge gaps are identified
Ensure training and development plans exist and are followed
Develop career paths
Motivate and lead the team
Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented
Manage Customer Service activities in line with agreed performance measures and operating budgets

Requirements:

The ability to communicate and build relationships with a diverse team
Minimum 3 years experience as a Call Centre Manager for an international voice process (not negotiable) experience managing team leaders
3 years' experience in BPO (essential)
Experience in a rapidly growing operation (advantageous)
Matric (Essential)
Clear credit and criminal record
Numeracy skills (Essential)
Ability to work shifts (US Hours)

Salary:
R504, R624,000.00 per year