Call Centre - Mbombela, South Africa - Express Employment Professionals (Witbank)

Description

Or client in the Information Technology industry are seeking a Call Centre and Remote Support Manager to join their fast growing company in Mbombela.

The position entails the following:

• Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.
• Managing and leading a team of support agents, ensuring they are well-trained and motivated.
• Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.
• Implementing and maintaining quality standards for customer interactions to ensure a high level of service.
• Streamlining processes to improve efficiency and reduce customer wait times.
• Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.
• Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.
• Analysing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.
• Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.
• Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.
• Generating reports on support performance and using data to make informed decisions for continuous improvement.
• Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.
• If applicable, ensuring effective coordination and communication in a remote support environment.