Call Centre Manager

Boardroom Appointments

Johannesburg, Gauteng
Permanent
Full-time

19 days ago

About the job Call Centre ManagerJob PurposeManages and builds a high-performance call centre with a clear vision to provide world-class 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 accordinglyKey Performance Areas1. 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 Managementsystems

Boardroom Appointments

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