Call Centre Manager
Location Johannesburg
Department Marketing
Reporting to Senior Sales and Marketing Manager
Client: Property development and management company.
CTC of R15 to R17 K (experience dependent) plus 5% provident fund contribution.

Role and Responsibilities: You will be at the heart of our Marketing operational support organization and be empowered to deliver on our mission to provide a leading student product and experience. You will be responsible for ensuring that potential leads and sales targets are driven, managed, controlled as well as being a key custodian of our customer service feedback loop including offering excellent customer services with current and prospective customers whilst driving Call Centre performance.

As Call Centre Manager you will also be responsible for delivering statistical reports to the Senior Sales and Marketing manager and top management as and when required.

You will have a key role in the Call Centre team which has as a key objective in the fulfillment of Company strategy thereby leading and guiding the team and monitoring call centre operations and systems, and be up to date with call centre industry trends to ensure that departmental and organizational objectives are achieved.

Key Performance Areas:

• Creating goals and objectives for the department, including SLA, Budgets, etc
• Managing the daily running of the call centre, including sourcing equipment, effective resource planning, and general customer service
• Doing needs assessments, performance reviews for the call centre staff and recommend training and development needs for the team as and when required
• Manage sales performance through creating a sales plan and objectives to achieve the required sales targets
• Meeting sales targets as communicated by Marketing
• Setting/meeting performance targets as agreed internally with Marketing
• Ensuring all relevant communications and data are updated and recorded
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Coordinating staff recruitment, writing job adverts and liaising with HR staff on filling up vacancies
• Reviewing the performance of staff, goal setting, system management, identifying training needs and planning training sessions
• Preparing reports as and when required by the line manager
• Handling the most complex customer complaints or inquiries
• Organizing shifts and working hours for call centre staff
• Coaching, motivating and retaining staff
• Making sure that the Call Centre process works well
• Any other ad hoc tasks as assigned by management

Minimum experience and requirements:

MINIMUM QUALIFICATIONS

• Matric
• Diploma in Call Centre /customer services

EXPERIENCE & SKILLS:

• 5 years Call Centre experience or managing teams within a customer service environment
• Previous experience with CRM systems is advantageous
• Great attitude
• 5 years of relevant customer service experience
• Computer Literature (MS Word, Excel, PowerPoint)

Competencies
• Dynamic
• Analytical
• Resilient
• Proactive and Innovative
• Goal-oriented
• Inquisitive Accuracy/Attention to detail
• Good Communication skills (written and verbal)
• Planning and organizing
• Target driven
• Positive Attitude
• Assertive and energetic person
• Emotional Intelligence
• People Management and leadership