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    Call Centre and Remote Support Manager - Mbombela, South Africa - Express Employment Professionals

    Express Employment Professionals
    Express Employment Professionals Mbombela, South Africa

    2 days ago

    Default job background
    Full time
    Description

    Job Description

    Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.

    This includes:

    Team Leadership:

    • Managing and leading a team of support agents, ensuring they are well-trained and motivated.

    Performance Monitoring:

    • Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.

    Quality Assurance:

    • Implementing and maintaining quality standards for customer interactions to ensure a high level of service.

    Workflow Optimization:

    • Streamlining processes to improve efficiency and reduce customer wait times.

    Training and Development:

    • Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.

    Technology Management:

    • Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.

    Customer Feedback Analysis:

    • Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.

    Escalation Management:

    • Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.

    Resource Planning:

    • Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.

    Reporting and Analytics:

    • Generating reports on support performance and using data to make informed decisions for continuous improvement.

    Communication:

    • Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.

    Remote Work Coordination:

    • If applicable, ensuring effective coordination and communication in a remote support environment.
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