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Call Center Operations Manager

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Location:

Centurion 

Salary:

R25 000 - R30 000 per month

Posted:

17-04-2018
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Job Type:

Permanent

Job Level:

Senior

Employment Equity:

South African Citizens Only
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Job Description:

Call Center Operations Manager - Afrikaans Speaking

Responsibilities:
  • Developing objectives for the call center’s day-to-day activities
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collecting and analysing call-center statistics (sales rates, costs, customer service metrics etc.)
Job description:
We are looking for a skilled Call Center Operations 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.
 
Must be an organized, reliable and results-driven professional. Must be able to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Call Center 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 center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyse call-center statistics (call 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:
  • Proven experience as Call Center 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 center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent;
  • Higher degree in a relevant discipline will be appreciated
  • Certified Call Center of equivalent qualification is a plus.
  • Basic understanding of Information Technology infrastructure.

Job Category:

Call Centre, IT Manager, Other IT & Telecoms, Service Delivery, Service Desk
Company Info
Network Alliance
Centurion, GP, South Africa

Please register to view contact info


Company Profile



Company Info


Network Alliance
Centurion, GP, South Africa

Please register to view contact info


Call Center Operations Manager

col-narrow-left   

Location:

Centurion 

Salary:

R25 000 - R30 000 per month

Posted:

17-04-2018
col-narrow-right   

Job Type:

Permanent

Job Level:

Senior

Employment Equity:

South African Citizens Only
col-wide   

Job Description:

Call Center Operations Manager - Afrikaans Speaking

Responsibilities:
  • Developing objectives for the call center’s day-to-day activities
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collecting and analysing call-center statistics (sales rates, costs, customer service metrics etc.)
Job description:
We are looking for a skilled Call Center Operations 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.
 
Must be an organized, reliable and results-driven professional. Must be able to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Call Center 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 center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyse call-center statistics (call 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:
  • Proven experience as Call Center 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 center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent;
  • Higher degree in a relevant discipline will be appreciated
  • Certified Call Center of equivalent qualification is a plus.
  • Basic understanding of Information Technology infrastructure.

Job Category:

Call Centre, IT Manager, Other IT & Telecoms, Service Delivery, Service Desk
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