Assistant Manager Call Center - Bedfordview Verfied

R 300 000 per annum Bedfordview, Gauteng Bedfordview, Gauteng more than 14 days ago 29-03-2018 8:30:39 AM
24-05-2018 8:30:39 AM
The Assistant Manger Call Center is responsible for the provision of support to the Quality Manager in the efficient Management and Administration of the Contact Centre and Reception Operations to enable an efficient communication platform between the company and its Stakeholders.
Advises on budget for the Business Unit functional and support costs;
Monitor the quality of calls and take the necessary corrective actions for continuous improvement;
Generate monthly telephone expenditure reports for all staff;
Monitor the customer feedback from the clients;
Maintain workflow of customer complaints and forward to the Quality Specialist for processing;
Manage customer’s queries according to approved process maps;
Facilitate the undertaking of customer surveys;
Ensure that the Contact Centreand Reception staff have a full understanding of Company total value chain;
Ensure cost effective, up to date, and functioning technology ;
Ensure proper maintenance of equipment;
Facilitate training on Call Centre and Reception processes;
Compile Call Centre and Reception monthly reports;
Supervises staff.
Matric;
Diploma or Bachelor’s degree or equivalent;
Minimum 5years’ work experience in Contact/Call Centre with 2 years at Supervisory level;
Knowledge of legislation relating to the Contact/Call Centre;
Verbal, written and presentation skills;
Proficiency inMicrosoft Office Suite.

Recruiter: first4careers