Call Centre Manager

Full job description

We are seeking a highly skilled and experienced Call Centre Manager to join our team. The ideal candidate will have a proven track record in managing a call centre team and driving excellent customer service.

Duties & Responsibilities

Sales & Retentions

Recruitment, Performance and Retention of staff

Maintain a high level of Customer service when handling call escalations

Sales targets in line with business strategy

Reporting and performance analysis to track an improve performance

Identifying new opportunities within the division

Efficiencies and Effectiveness

Ensure productivity is optimized through the effective management of the entire campaign, driving best practice

Consistently monitor, review and evaluate team performance to ensure set objectives are met.

Daily and Weekly meetings with teams to ensure cross team alignment and to address issues regarding production

Maintains acceptable work ethics within assigned mandates; keeping teams focused and productive (ensure SLA is being followed).

Assist in identifying, developing, evaluating, implementing or improving new procedures to improve sales and reduce costs.

Interact effectively with other departments to ensure smooth running of area.

Ensures application and enforcement of all policies and procedures.

Foster an environment that encourage and rewards innovation and challenges current methodologies with a view to improve efficiencies and effectiveness

Manage Team Performance

Identify through capacity planning, resources that are required

Focus on maintaining high performing retentions and sales teams, that are driven, incentivized and motivated to achieve set targets

Ensure that all employees have KPIs in place to effectively manage performance levels which adequately reflect expected performance outcomes and defines appropriate competencies and behaviours of the various roles.

Creates and drives motivation through fun activities/themes.

Effectively communicate any changes to the mandate to team

Management of Absenteeism/Late coming across all teams

Reporting

Provides daily feedback to our Client as and when required.

Adherence to compliance and regulatory requirements

Analyse existing processes and workflows to identify inefficiencies and propose improvements

Interpret data and provide actionable insights to support decision-making and optimise processes through automation.

Competencies Required

Industries:Automotive

Function: Telemarketing and Telecalling