Call Centre Manager
Call Centre Manager
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1 Vacancy
Job Description
Job Purpose
Manages and builds a highperformance call centre with a clear vision to provide worldclass Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that CLOs meet and sustain agreed customer service productivity and other targets through daily monitoring coaching & support. Very knowledgeable on all aspects of the products processes and systems required to deliver outstanding customer service. Ensures that a customer focused high performance/high commitment environment is maintained and further developed. Supporting the business as a whole with specific focus on the sales and distribution functions by improving customer service through analysing evaluating and optimising related processes.
Establishing and communicating service and performance metrics monitoring and analyzing results and implement improvements accordingly
Key Performance Areas
1. People Management (30%)
2. Customer Liaison Management (30%)
3. Internal Liaison and Execution (15%)
4. Call Centre Performance Management & Reporting (15%)
5. Governance & Compliance (10%)
Minimum requirements:
- 5 years management experience in a Call
- Centre environment
- Windows 7 proficient (Word Excel Powerpoint)
- Very good writing skills attention to detail
- Computer Literacy (MS Office Suite)
- Knowledge of SAP ERP Systems
- CRM platforms (Salesforce advantageous)
- Knowledge of BI Platforms
- Familiar with Social platforms & complaints
handling - Knowledge of Call Centre Management
systems
Employment Type
Full Time
