Call Centre Manager - Centurion, South Africa - HandPicked Recruitment
Description
Minimum requirements:
- Demonstrated success in managing contact centres
- Proven ability to work independently and efficiently manage a contact centre
- 10+ years of management experience in a contact centre environment (Operations)
- Bachelor's degree / Diploma in a relevant field (e.g., business administration, finance) preferred; relevant experience will also be considered
- Extensive knowledge of contact centre procedures
- Strong leadership and people management skills, capable of motivating and inspiring a team
- Analytical mindset, adept at interpreting data, identifying trends, and making datadriven decisions
- Proficiency in using call centre software, CRM systems, and reporting tools
- Effective problemsolving and decisionmaking abilities
Duties will include but is not limited to:
- Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback
- Develop and implement strategies to improve team productivity and overall performance through incentives
- Conduct regular team meetings to communicate goals, targets, and updates, fostering a positive and collaborative work environment
- Monitor and evaluate individual and team performance, implementing corrective actions or recognition initiatives as needed
- Operations Management
- Performance and Quality Assurance
- Stakeholder Engagement
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