Call Centre Manager
Reference Number: 044/2011 Division: Call Centre, NET1
Job Title: Call Centre Manager Date: 4th March 2011
KEY PERFORMANCE AREAS
General
• Management of the Call Centre and related processes and procedures
• Manage the performance of all call centre staff to ensure that departmental and company goals are met by well trained and motivated employees
• Ensure that excellent customer service is provided by monitoring calls and queries to ensure that they are resolved within the agreed Service Level agreements and to ensure that satisfactory and high quality feedback is provided, identify and drive customer incidents immediately
• Analyse stats and daily controls, improving where necessary
• Set up and maintain efficient logging criteria to track progress, for continuous improvement, identification for daily, weekly, monthly reporting
• To continuously review and improve the call centre processes and procedures within the call centre and implement the necessary effective controls
• Resolve all escalated queries within 24 hours giving appropriate feedback to the customer, internal or external
COMPETENCIES
Qualifications
• Degree
• Call centre management course advantageous
The successful applicant must have:
• Good verbal and written communication skills
• A high level of client service orientation
• Problem solving skills
• A hands on management style rather than remote style i.e. must be willing to help team members in order to achieve results
• Be self-driven, good communicator, strong interpersonal skills, logical thinker, assertive in nature
• Drive a team to be the best
Specific Skills (Technical):
• 5-years proven track record in call centre management
• Ability to tackle a problem logically and methodically and coach a team
• Ability to motivate a team
• Develop and coach a team with diverse needs
Apply via your manager to: Closing date: 11th March 2011
Adrienne Goldsmith
Recruitment Officer
Tel: 011 771 3897
Fax: 086 537 6986
Email: adrienneg@net1.com
