Call Centre Manager

Manages and builds a high-performance call centre with a clear vision to provide world-class Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that CLOs meet and sustain agreed customer service, productivity and other targets through daily monitoring, coaching & support. Very knowledgeable on all aspects of the products, processes and systems required to deliver outstanding customer service.

Ensures that a customer focused, high performance/high commitment environment is maintained and further developed. Supporting the business as a whole with specific focus on the sales and distribution functions by improving customer service through analysing, evaluating, and optimising related processes.

Establishing and communicating service and performance metrics, monitoring and analyzing results and implement improvements accordingly

• People Management (30%)
• Internal Liaison and Execution (15%)
• Call Centre Performance Management & Reporting (15%)
• Governance & Compliance (10%)

• 5 years management experience in a Call
• Very good writing skills attention to detail
• Computer Literacy (MS Office Suite)
• Knowledge of SAP ERP Systems?
• CRM platforms (Salesforce advantageous)
• Knowledge of BI Platforms
• Familiar with Social platforms & complaints handling
• Knowledge of Call Centre Management systems