POSITION : Call Centre Manager
Salary:
Salary : R30 – R38k per month (Med Aid + Pension)
Location : Cape Town CBD

About the company:

A growing contact centre is looking to employ an experienced call centre manager to support the development and performance of their UK operation in Cape Town. The successful candidate will have some great experience of delivering results through a group of Team Leaders.

Duties:
• Inspires, leads, engages, coaches, develops and motivates a team of 6-9 Team Leaders supporting the delivery of the best sales & service in the client’s industry
• Contribute towards the development of customer service strategies, policies and procedures
• Develop and implement operating plans in line with customer service strategies, policies and procedures
• Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary
• Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards
• Ensures appropriate reporting functionality is in place and functional on the performance of the operation
• Manage the client operational relationship and SLA
• Manage performance of staff according to best practice including:
o Set performance standards (Key Performance Areas, Key Performance Indicators)
o Ensure performance measurement is carried out correctly and regularly
o Ensure skill and knowledge gaps are identified
o Ensure training and development plans exist and are followed
o Develop career paths
o Motivate and lead the team
• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented
• Manage Customer Service activities in line with agreed performance measures and operating budgets

Requirements:
• The ability to communicate and build relationships with a diverse team
• Minimum 3 years supervisory experience as a Call Centre Manager for an international voice process (essential)
• 5 years’ experience in BPO (essential)
• Experience in a rapidly growing operation (advantageous)
• Matric (Essential)
• Clear criminal record
• ITC Clear
• Numeracy skills (Essential)

What to include:
• Detailed CV (Please include month and year employed)
• Reason for leaving last employ
• Current salary
• Required salary