Brief Summary
Join our dynamic call centre team as a Manager, where you'll spearhead operations and enhance performance. Leverage your leadership skills to drive efficiency and elevate customer service quality.
Responsibilities
- Oversee the daily operations of the call centre, including resource planning and strategy implementation. Conduct performance reviews, needs assessments, and cost/benefit analyses. Set performance targets for speed, efficiency, sales, and quality and ensure they are met. Monitor calls to enhance quality, reduce errors, and evaluate staff performance. Coordinate recruitment efforts, including crafting job advertisements and working with HR. Assess staff performance to identify training needs and organise training sessions. Compile statistics and performance reports for the centre. Address complex customer complaints and inquiries efficiently. Manage staffing logistics, including shift scheduling to meet demand. Coach and motivate staff to retain talent and improve overall performance. Assist in driving initiatives for process alignment in collaboration with the Customer Service Director. Support specific projects, such as the introduction of new products or technologies. Provide hands-on support to team members to lead by example.
Requirements
- Bachelor's Degree in any discipline. Strong leadership and people management skills, with a focus on effective communication. Professional presence to effectively represent the organisation in client and team meetings. Superior interpersonal skills to foster a collaborative team environment.
