Call Centre Manager - Johannesburg, South Africa - Afrizan People Intelligence

Afrizan People Intelligence
Afrizan People Intelligence
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Our client in the call centre industry is looking for a manager to join their dynamic team who will be overall responsible for the call centre business unit in South Africa, working in close cooperation with international clients.


Responsibilities

  • Responsible for our new call centre in Johannesburg, South Africa
  • Ensure the business unit further develops its operating model and delivers efficient, scalable and costefficient operations
  • Work closely together with the sales organisation to attract and onboard new clients
  • Work closely together with the COO to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and longterm budget and staff/capacity planning
  • Manage and develop the call center agents including creating training for new hires and for their professional growth
  • Ensure the company operates within the framework of legislation
  • Work alongside sales and marketing team in London to create compelling marketing materials for call center prospects

Requirements:


  • Have 3+ years working experience of leading customer care service teams
  • Proven and successful ability to lead call center agents towards growth
  • Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
  • Desire to build career in one organisation for the next 3+ years
  • Outstanding communication and negotiation skills
  • A person of high integrity, honest, straightforward and transparent
  • At least a Bachelor's degree and preferably a Master's or MBA
  • Project management and/or training experience
  • Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
  • Highly proficient with ERP software and other applicable tools such as CRM
  • Good experience in call center platforms

Competencies

  • Professional, emotionally mature and ethical
  • Strong, proactive, service mindset and customer focused
  • Strong interpersonal skills and ability to work well with a broad range of personality styles and types
  • High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
  • Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
  • Passion for customer service
  • Stay calm under pressure

Job Type:
Permanent


Pay:
From R35,000.00 per month


Application Question(s):

  • How many years' experience do you have as a call centre manager?
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