Call Centre Manager - Cape Town City Centre
iLaunch Ltd
Leading Financial Services Client requires a Call Centre Manager who has Inbound, Outbound and Customer Service experience to join their team. Responsible for the effective running of the Operations centre Training and leading the Operations team Overseeing the Inbound, Outbound, Electronic communication strategies Required to meet with stakeholders within the business to draw up SLAs for services required to enable them to fulfil their targets Responsible for the achievement and maintenance of internal SLAs Analysis of performance data ensuring that development areas within the department are identified and action plans drawn up Responsible for overall staff performance and compliance Monthly Report preparation and submission to Execs and to Head Of Operations Map and continuously review call centre and operational processes to identify untapped efficiencies and synergies Matric Tertiary Qualification Min 10 years in- and outbound call centre sales, customer service and staff management experience MS Office skills, most importantly advanced Excel Experience with telephony systems, VOIP, CRM, Dialers essential Must have experience with running and compiling daily, weekly and monthly reports Salary Market Related
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