Call Centre Operations Manager - Courier Service - Johannesburg
Manage the operations of a call centre for a busy Courier business. We require an assertive, experienced Manager who has excellent EXCEL, Google Sheets and CRM experience
Duties:
- Quality control - diallers and Team Leaders
- Quality control - dispatch
- Stock review and reconcilition
- Shift allocation and management
Day-to-Day Responsibilities:
- Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
- Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
- Occasionally handling angry customer escalations
- Ensure schedule adherence by agents and desired productivity levels
- Listen to team members feedback and resolve any challenges or conflicts
- Initiate consequence management steps in the case of low-performing team members
- Delegate tasks to high potential team members to build a culture of learning and development in the team
Apply Now
Facebook
Whatsapp