Resource Centre Manager - Durban, South Africa - Microminder

Description

• Manage daily activities and allocate resources to boost operational efficiency.
• Foster relationships with brand partners and external suppliers.
• Lead and inspire our call center staff, overseeing hiring processes.
• Formulate and execute strategies to enhance call center operations.
• Perform assessments, reviews, and analyses to guide decisionmaking.
• Set and meet ambitious goals for service speed, operational efficiency, sales, and quality.
• Keep meticulous records of communications and data.
• Offer expert advice on products and services to our brand partners.
• Resolve customer issues through superior communication strategies.
• Oversee and improve call quality and team performance.
• Handle staffing needs, including scheduling and workforce planning.
• Engage, coach, and retain team members.
• Manage incentive and reward programs.
• Regularly evaluate financial and performance data.

• A Bachelor's degree in Business Administration, Communications, or a related field.
• At least 5 years of experience in call centre management, with a preference for backgrounds in outsourcing.
• Exceptional leadership and team management abilities.
• Outstanding communication and relationshipbuilding skills.
• Proficiency in call centre software and MS Office.
• Strong analytical skills for effective decisionmaking.
• Proven experience in managing client relationships and negotiations.

Your role is crucial in steering our contact center towards achieving remarkable customer service levels and driving the growth of our organisation.

• Bachelors (required)

• Durban, KwaZulu-Natal (required)

• Durban, KwaZulu-Natal: Relocate before starting work (required)