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    • Contact Centre Manager - Johannesburg - Brendmo Recruitment

    Brendmo Recruitment
    Brendmo Recruitment Johannesburg

    3 weeks ago

    Default job background
    Description

    About the Job:

    We seek a seasoned leader to spearhead our Contact Centre team, driving excellence in customer service and sales performance.

    About Us:

    Our company is a renowned consultancy firm based in Birmingham, UK, specialising in designing, marketing, and distributing insurance products and risk management solutions for expatriates in developed markets.

    About the Role:

    In this pivotal leadership position, you'll oversee the Contact Centre's overall success, ensuring exceptional customer experience and achieving all sales and service targets.

    Your Key Responsibilities:

    • Lead a High-Performing Team: Recruit, train, coach, and motivate a large team of call centre agents to deliver outstanding sales performance and customer service.
    • Drive Performance: Develop and implement call centre strategies aligned with company goals and objectives. Analyze data to identify areas for improvement and implement programmes to boost customer satisfaction and achieve sales targets.
    • Operational Excellence: Ensure smooth day-to-day operations by managing staff scheduling, performance management, and quality assurance processes.
    • Stay Ahead of the Curve: Stay updated on the latest call centre trends and technologies to optimize efficiency and effectiveness.
    • Resource Management: Effectively manage call centre budgets and resources to ensure a cost-efficient operation.
    • Strategy: Drive CRM and Call Centre strategies.

    What You Need to Succeed:

    • Education: A University or Technikon Degree or at least 8 years of practical experience in Life Insurance Sales/Call Centre environment, supported by a formal RPL (Recognition of Prior Learning) record. A Certificate in Call Centre Management (SA NQF Level 6) issued by a recognised international body is an added advantage.
    • Experience: Minimum 5 Years of Call Centre Management Experience: A proven track record of success in leading and motivating call centre teams to achieve ambitious goals.
    • Leadership Skills: Exceptional leadership and people management skills, with the ability to create a positive and motivating work environment.
    • Communication Skills: Strong communication and interpersonal skills to build relationships with call centre agents, supervisors, and other stakeholders.
    • Data Analysis: The ability to analyze call centre data and translate insights into actionable strategies.
    • Tech Savvy: Proficiency in Microsoft Office Suite and a willingness to learn new call centre technologies.

    Job Type: Permanent

    Salary: £35,000 - £45,000 plus override commission

    Other Benefits:

    • Paid annual leave
    • Funeral Insurance Cover
    • Car loan

    Working Hours: 42 hours per week, as per the call centre rota.

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