Call Centre Manager Needed

🗏Job Type

Full Time

WE ARE LOOKING FOR AN EXPERIENCED OUTBOUND CALL CENTRE MANAGER, BUT NOT JUST ANY MANAGER, A FEARLESS, AMBITIOUS, DETERMINED SALES DRIVEN LEADER WHO WILL TAKE OUR TEAM TO THE NEXT LEVEL, PUSH SALES AND MOTIVATE THE TEAM CONSISTENTLY! A LEADER WHO MEETS EXPECTATIONS AND TARGETS, COMES TO US WITH IDEAS AND SOLUTIONS, ALWAYS THINKING AHEAD

Job Brief

As skilled Call Centre manager you would be required to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. This role will be required to support, development, performance of the Call Center which includes the Quality and Customer services departments. You are required to be organised, reliable and results driven with the practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

The goal is to do everything possible to attain goals and achieve great results for our company.

Key Responsibilities:

Operational Strategies

Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Contribute towards the development of Sales and Customer service strategies, policies and procedures

Develop and implement operating plans in line with Sales and Customer service strategies, policies and procedures
Ensure compliance with Sales and Customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary
Monitoring Systems

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs; implementing improvements.
Manage the client operational relationship and SLA
Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented
Manage Sales and Customer Service activities in line with agreed performance measures
People management

Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Inspires, leads, engages, coaches, develops and motivates a team of Team Leaders and Sales Mangers in supporting the delivery of the best sales & service to our client’s
Manage performance of staff according to best practice including:
Set performance standards (Key Performance Areas, Key Performance Indicators)
Ensure performance measurement is carried out correctly and regularly
Ensure skill and knowledge gaps are identified
Ensure training and development plans exist and are followed
Develop career paths
Motivate and lead the team
Organisation Goals

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Set Sales and Customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards
Ensures appropriate reporting functionality is in place and functional on the performance of the operation.
Analysis and Reports

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Completing system audits and analyses
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

Requirements:

The ability to communicate and build relationships with a diverse team
Minimum 3 years experience as a Call Centre Manager for an international voice process (essential)
5 years’ experience in BPO (essential)
Experience in a rapidly growing operation (advantageous)
Matric (Essential)
Numeracy skills (Essential)

SALARY - STRICTLY BASED ON EXPERIENCE must have payslips to prove income earnings

Basic Salary R30 000 - R40 000 based on experience and proven experience in call centre management with sales experience

Uncapped commission based on monthly targets and company goals.

Incentives - Monthly based on monthly targets being reached


Apply Here http://bit.ly/2FytnWO

Job id : , #74884, 30 views,

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