Call Centre Operations Head - Midrand, South Africa - CareerfinderZA

CareerfinderZA

Verified Company

Midrand, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Key Performance Area:

Manage operations and teams hourly, daily and monthly KPIs
Hiring, training, coaching, and leading call centre and sales representatives as they provide support for customers
Maintain and grow existing relationships with clients
Contribute to improving our current products and services
Actively seek out and pursue new opportunities
Contribute to the development and implementation of marketing strategies
Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
Assisting other management team members in identifying trends and establishing call centre goals
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Preparing reports, analysing call centre data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Taking on other tasks or projects to support employees, other managers, and call centre operations

Minimum Requirements:

University degree in related field
At least 5 years' experience as call centre manager or in customer service
Experience working with Microsoft Office, specifically Excel
Data analysis experience Proficiency in data analytics (crucial)
Ability to multitask and remain calm under pressure
Exceptional interpersonal, customer service, problemsolving, verbal and written communication, and conflict resolution skills
Knowledge of management and customer service principles and policies
Strong coaching and leadership skills, ability to motivate employees
Decisiveness and attention to detail
Polite, professional phone voice
Excellent leadership skills