Call Centre Manager (JB5091) - Randburg - Kontak Recruitment

    Kontak Recruitment
    Kontak Recruitment Randburg

    1 week ago

    kontak recruitment background
    Full time
    Description

    Job Title: Call Centre Manager

    Job Description:

    We are seeking an experienced Call Centre Manager to lead our inbound call centre team, ensuring high-quality customer interactions. The successful candidate will have a proven track record in implementing CRM systems and managing high-performing teams.

    Key Responsibilities:

    • Lead and oversee the inbound call centre team, ensuring high-quality customer interactions.
    • Implement, optimize, and manage CRM and IVR systems to improve workflow and customer experience.
    • Develop and enforce customer service strategies, ensuring high satisfaction and retention.
    • Monitor call centre performance metrics, including response times, resolution rates, and service quality.
    • Train, mentor, and motivate call centre agents to deliver outstanding service.
    • Collaborate with internal teams to align CRM processes with business goals.
    • Handle escalated customer queries and ensure prompt issue resolution.
    • Continuously seek opportunities to improve call centre operations and efficiency.

    Requirements:

    • Proven experience as a Call Centre Manager or similar role.
    • Strong expertise in CRM implementation and management.
    • Extensive experience handling inbound calls and improving customer service operations.
    • Excellent leadership, coaching, and team management skills.
    • Ability to analyze performance data and implement improvement strategies.
    • Strong problem-solving and decision-making abilities.
    • Knowledge of call centre technology, automation tools, and best practices.

    Advantageous:

    • Experience in a specific industry.

    About the Role:

    This is an exciting opportunity for a seasoned Call Centre Manager to join our team and drive customer service excellence. If you're passionate about enhancing customer experiences and optimizing call centre operations, we'd love to hear from you.

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