Call Centre General Manager - Cape Town, South Africa - CareerfinderZA
Description
Key Performance Area:
- Deliver effective forecasting and scheduling strategies to enhance the success of multiple outbound campaigns.
- Design tracking methods to ensure that identified issues are adequately addressed within appropriate time frames.
- Develop, analyze and distribute statistics and identify trends to help determine the need for strategy changes and/or training.
- Identify possible needs for improvement in processes, learning and systems and refer them to senior management.
- Liaise with colleagues in campaign department to ensure correct selection of key data and creation of dialing lists for outbound campaigns.
- Optimize resource and KPI achievement through monitoring and managing realtime adherence.
- Demonstrate the ability to change focus quickly to support the needs of the business including covering for other roles where required displaying energy and commitment in all you do
Minimum Requirements:
- Matric
- Proficient Microsoft Knowledge
- Post Matric Qualification
- 3 Years Experience in Call Centre Management
- Excellent verbal and written communication skills
- National Credit Act
- Debt Collector Act
- Performance Management Systems
- Intermediate to advanced proficiency in MS Word and Excel
- Technology insights to achieve team objectives
- Analytical
- Strategic Thinker
- Problem solver
- Emotional intelligence
- Interpersonal skills
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