Job Ref #: BSH-139
Industry: Call Centre
Job Type: Permanent
Positions Available: 1

Job Description

Main Job Function:

In this role, you will be responsible for overseeing the day-to-day operations of our Call Centre, ensuring efficient and effective customer service delivery. If you are a results-oriented leader with a passion for excellence, this is an exciting opportunity to make a significant impact.

Minimum requirements:

• Demonstrated success in managing contact centres
• Proven ability to work independently and efficiently manage a contact centre
• 7+ years of management experience in a contact centre environment (Operations)
• Bachelor's degree / Diploma in a relevant field 
• Extensive knowledge of contact centre procedures
• Exceptional problem-solving and decision-making skills
• Strong leadership and people management skills, capable of motivating and inspiring a team
• Analytical mindset, adept at interpreting data, identifying trends, and making data-driven decisions
• Proficiency in using call centre software, CRM systems, and reporting tools (Dreamtec experience advantageous)
• Effective problem-solving and decision-making abilities

 

Duties will include but is not limited to:

• Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback
• Develop and implement strategies to improve team productivity and overall performance through incentives
• Conduct regular team meetings to communicate goals, targets, and updates, fostering a positive and collaborative work environment
• Monitor and evaluate individual and team performance, implementing corrective actions or recognition initiatives as needed
• Operations Management
• Monitor call centre metrics and key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
• Implement and optimize call centre processes and procedures to improve efficiency and customer satisfaction
• Performance and Quality Assurance
• Ability to work in a fast-paced environment and adapt to changing priorities
• Stakeholder Engagement
• Responsible for retention of staff and succession planning.
• Ensuring fair and consistent application of company disciplinary procedures.

 

Job Requirements

Required Experience:

Job Type: 
• Full-time, Permanent

Education:
• High School (matric) (Required)
• Bachelor's degree / Diploma in a relevant field e.g., business administration, finance) preferred; relevant experience will also be considered (Beneficial)

Experience:
• Call Centre: 7 years (Beneficial)
• Management: 5 years (Required)

Language:
• English extremely well (Required)

Shift availability:
• Day Shift (Required)
• Night Shift (Required