Job Category: Call Centre Management

Location: Cape Town, Aquila Collection 2 Highveld Road, The Waterkant, Greenpoint

Schedule: Full-Time
Located Remotely?: No
Relocation?: No
Position Type: Management

Application closing date: 20 March 2023
If you have not heard from the recruiting team by the 30^th of March 2023, your application has been unsuccessful

JOB SUMMARY

A Call Centre Manager is a professional in charge of hiring, training, and managing staff to handle customer service issues. They set, meet, and exceed goals by providing customers excellent service and helping motivate their team to do the same using key metrics.

Position responsible for all the operations of Call Centre/Central Reservations department.  Oversees Call Centre Agents and Administration Staff.  Ensuring Guest and Employee satisfaction, maintaining standards and meeting or exceeding financial goals.  Demonstrates knowledge and proficiency of all applicable Reservations procedures and rate structures. 

JOB BRIEF

We are looking for a skilled Call Centre Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent Call Centre Manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Call Centre Manager, you must also have excellent customer service and communication skills.

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

RESPONSIBILITIES

• Develop objectives for the Call Centre’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyse Call Centre statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management

REQUIREMENTS AND SKILLS

• Proven experience as Call Centre manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and Call Centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Matric (Grade 12) or equivalent; Higher degree in a relevant discipline will be appreciated
• Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus1

Application:

• End date 25 March 2023
• If you haven’t heard from us within 10 days, consider your application unsuccessful.