Call Centre Manager Johannesburg, South Africa - Abantu Staffing Solutions

    Abantu Staffing Solutions
    Abantu Staffing Solutions Johannesburg

    1 week ago

    Abantu Staffing Solutions background
    Description

    Job Title: Call Centre Manager

    Genpact South Africa Proprietary Limited is seeking a highly skilled and experienced professional to lead our call centre operations.

    The ideal candidate will possess:

    • At least 5 years of management experience in a call centre environment
    • Proficiency in three or more of the 11 official SA languages (preferred)
    • Computer literacy, including Microsoft Office Suite
    • Knowledge of SAP ERP Systems and CRM platforms (Salesforce advantageous)
    • Familiarity with Business Intelligence Platforms and Social media

    Responsibilities:

    The successful candidate will be responsible for:

    • BUILDING AND MAINTAINING STRONG RELATIONSHIPS WITH TEAM MEMBERS AND STAKEHOLDERS
    • DEVELOPING PERFORMANCE AGREEMENTS FOR DIRECT REPORTS
    • MONITORING KEY PERFORMANCE INDICATORS (KPIs) IN REAL-TIME
    • COACHING UNDER-PERFORMING TEAM MEMBERS TO ACHIEVE TARGETS
    • PERFORMING DAILY MONITORING AND DOCUMENTED COACHING OF CLO'S PERFORMANCE
    • IDENTIFYING AND ADDRESSING ROOT CAUSES OF KPI/TARGET SHORTFALLS
    • MANAGING THE PERFORMANCE OF DIRECT REPORTS AND PROVIDING REGULAR FEEDBACK
    • ENSURING CLEAR COMMUNICATION AND EXPECTATIONS AMONG TEAM MEMBERS
    • CONDUCTING MONTHLY PERFORMANCE REVIEWS AND SETTING SMART GOALS
    • MOTIVATING AND DEVELOPING TEAM MEMBERS TO ACHIEVE HIGH PERFORMANCES
    • Celebrating success and recognizing contributions of all team members
    • Assisting in championing continuous improvement initiatives
    • Ensuring adherence to company policies and procedures
    • Documenting performance-related discussions and maintaining accurate records
    • SOLVING PROBLEMS CREATIVE WHILE DEMONSTRATING HIGH-LEVEL INTEGRITY IN LINE WITH CORE VALUES
    • ENSURING ACCURATE, VALID & COMPLETE RECORDS AS INPUT TO DISCIPLINARY ENQUIRIES
    • MAINTAINING HIGH STANDARDS OF PRODUCT KNOWLEDGE AND ADHERENCE TO DOCUMENTED PROCESSES
    • MONITORING AND MANAGING CUSTOMER COMPLAINTS WITHIN THE CRM PLATFORM
    • PROVIDING EXCELLENT CUSTOMER SERVICE AND RESOLVING ESCALATED QUERIES IN A TIMELY MANNER
    • DRIVING A CUSTOMER-FIRST CULTURE ACROSS THE TEAM
    • ENSURING EFFECTIVE IMPLEMENTATION OF CHANGES TO SERVICES AND PROCESSES
    • MONITORING AND MANAGING TEAM ABSENCE AND SCHEDULED SHIFTS
    • MANAGING BACKORDERS AND PROVIDING TIMEOUS FEEDBACK TO CUSTOMERS ON ORDER DELAYS


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