Call Centre Manager Night Shift - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 30-11-2015 10:21:28 AM
11-12-2015 7:30:34 AM
Call Centre Manager – Night Shift – Cape Town

The Role:
The purpose of this position is to take overall responsibility for the performance and ongoing development of the Call Centre functions, ensuring delivery of contractual obligations. Must have managed a team of 150- 200, with between 10 - 14 direct reports

Main Duties:
• People Management; Leadership, Attraction and Selection, Retention, Training and development, Career Pathing and succession Planning, Performance Management
• Financial Performance
• Operations

Qualifying Criteria:
• Matric
• Call Centre Management Qualifications
• Minimum 5 years operations management experience, with at least 2 years in a senior managerial position
• Understanding of Call Centre Industry in terms of how people and technology work together for business optimisation
• Experience in a Contact Centre measured on customer experience metrics such as NPS/Customer Satisfaction a huge advantage
• Able to work on rotational shifts between 22:00pm and 06:30am, including public holidays and weekends
• Must have managed a team of 150-200, with between 10-14 direct reports
• Advanced MS Suite
• Excellent written and spoken command of English

Salary on Offer:
Market Related CTC per month, excluding a night shift allowance – Dependent on experience; excluding a substantial performance based bonus.