Call/Contact Centre Manager (National) ( JB751)
Durban
R40 000 – R50 000 per month plus commission

Call Centre Manager (National) will be responsible for leading the team of team leaders and call centre sales representatives at various call centres in Johannesburg, Durban and Cape Town to better performance and improve sales and service quality.

Educational Requirements:
Grade 12
Relevant tertiary qualification
Strong sales background within a call centre environment
Experience with managing a national call centre
Ability to multitask and remain calm under pressure, especially during peak hours and intense situations
Exceptional interpersonal, customer service, problem solving, verbal and written communication and conflict resolution skills
Knowledge of management principles
Strong coaching and leadership skills, ability to motivate employees
Decisiveness and attention to detail
Proficiency with necessary technology, including computers, software applications and phone systems

Duties and Responsibilities:
Establish the sales call centre objectives, provide representatives with opportunities to expand their knowledge of services, products
Ensure staff members are achieving set targets and taking corrective action
Prepare reports and analyze call centre data to improve processes, lead conversion and ensure resources are properly allocated
Maximize efficiency and customer satisfaction
Troubleshooting techniques, analyze call centre data, and focus on improving sales performance and processes
Exceptional communication, interpersonal and customer service skills
Hire, train, prepare and motivate staff members to provide excellent service
Set objectives and analyze call centre metrics
Ensure call centre sales staff meet targets and provide reliable, efficient support to customers