Contact Center Operations Manager

Pretoria - South Africa

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

First-level manager responsible for the performance coaching and development of a team of agents .

Tasks

Monitor agent performance in real-time (calls chats ticket metrics) and provide instant feedback/coaching. * Handle and de-escalate calls from highly frustrated or challenging customers. * Conduct regular 1:1 performance reviews and create development plans for team members. * Ensure team adherence to schedules (Adherence) and quality standards (QA Score). * Generate and analyze daily/weekly performance reports (KPIs like CSAT NPS AHT) for management review. * Manage scheduling sick leave and other administrative tasks for the team.

Requirements

*2 years of successful experience as a Call Center Agent with demonstrated leadership ability.

* Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.

* Skills: Strong leadership motivational conflict resolution and data analysis skills.

First-level manager responsible for the performance coaching and development of a team of agents .TasksMonitor agent performance in real-time (calls chats ticket metrics) and provide instant feedback/coaching. * Handle and de-escalate calls from highly frustrated or challenging customers. * Conduct ...