SYNOPSIS:
Call Centre experience in an IT environment. Ensure All Calls Are Assigned. Ensure that CSR are dispatched within planned date.

QUALIFICATIONS:
• Matric

SKILLS AND KNOWLEDGE:
• Knowledge of call centre principal
• Knowledge of broad geographical areas so as to enable to understand where calls are Located and whom to escalate too
• Computer literate in a Call Centre environment
• Working knowledge of MS Office (Word/Excel)
• Exposure to call management operations systems
• D1 Preferable

KEY PERFORMANCE AREAS:
• Prioritise all incoming calls to meet planned date
• Make Sure All Calls Are Assigned
• Monitor and take ownership of ALL project calls
• Ensure that CSR are dispatched within planned date
• Must be able to Communicate with Customer Management
• Ensure that 80% of staff are dispatched at all times
• Drive CSR to complete calls in accordance with planned date.
• All escalations must be done within 15 minutes and Customer must be updated