Call Centre Manager - Western Cape A dynamic, innovative, and inspiring company providing fintech solutions across multiple sectors is looking for an experienced Call Centre Manager with Inbound, Outbound and Customer Service experience. This position reports directly to the Head of Operations. DUTIES AND RESPONSIBILITIES: Responsible for the effective running of the Operations centre Must ensure the highest level of customer satisfaction through a positive, professional attitude when dealing with customers and colleagues Responsible for Training and leading the Operations team consisting of sales, Partner support and customer services Responsible for overseeing the Inbound, Outbound, Electronic communication strategies Responsible for achieving performance targets and maintaining performance standards within the targets set by various stakeholders within the business Will be 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 – therefore meeting turn-around times stipulated per product and partner Responsible for Quality and staffing levels within the department ensuring workflow is managed 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 Weekly and Monthly Partner performance report submissions Attend Monthly Partner meetings in Head of Operations absence Monthly Report preparation and submission to Execs and to Head of Operations Responsible for Operations performance and ensuring KPI discussions are met and Performance Management in cases of underperformance Take proactive approach in actioning absenteeism, ensure trends are being identified and dealing with People Operations team to resolve issues Responsible for recruitment within the department, identifying staffing needs and obtaining approval from Executive for growth Map and continuously review call centre and operational processes to identify untapped efficiencies and synergies Responsible for smooth running of processes, identifying areas for improvement to ensure the efficient and cost-effective running of the department Day-to-day management and motivation of staff in the operations centre (sales, client service, partner support, marketing campaigns) Engaging with clients as a result of customer escalation complaints or queries Operations department will be responsible for the fulfilment of tasks for multiple areas of the business – process design, training, implementation on short notice will be required Responsible for logging all system related issues, faults, changes with relevant support departments Liaise and partner with other areas of the business where applicable to enable common understanding and achievement of business objectives Ensure the assistance of the rollout of new Projects to the Operations teams REQUIREMENTS Diploma, Degree, or other Tertiary qualification At least 10 years in- and outbound call centre sales, customer service and staff management experience Proven computer skills, experience with customer relationship management systems Proven MS Office skills, most importantly advanced Excel Experience in a pressurised, fast-paced, and ever-changing environment Experience with telephony systems, VOIP, CRM, Diallers essential Must have experience with running and compiling daily, weekly, and monthly reports Ability to work independently but also as part of a greater management team to grow the business Must be flexible with an open mind to find solutions to overcome challenges Ability to multitask and work under pressure Trustworthy, reliable, and responsible Target and outcome driven Methodical approach to work with a ‘can do' attitude Self- Motivated and passionate about your customers, staff, and colleagues Good communication skills – written and verbal Excellent customer service skills with the ability to have the difficult discussions Monthly Salary: Market related Apply Now

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Call Centre Manager Western Cape - Western Cape

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