Overview
Call Centre Manager Jobs in Pretoria, South Africa at WeBuyCars
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.
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 and improve performance
Identifying new opportunities within the division
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
Maintain 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
Ensure application and enforcement of all policies and procedures
Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improve efficiencies and effectiveness
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 define appropriate competencies and behaviours of the various roles
Create and drive motivation through fun activities / themes
Effectively communicate any changes to the mandate to team
Management of Absenteeism / Late coming across all teams
Provide 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
Ability to interact with clients
Target Tracking on daily basis and facilitating in the adaption of the strategy accordingly
Knowledge of SLA Management / Mandate Policies and Procedures / Panel Rankings / Required Quality Assurance standards
Ability to use outcomes to adjust and to ensure that targets are met
Ability to produce and write commentary for Client Reporting (Daily, weekly and monthly)
Excellent People Management Skills to lead a Team (Performance Management, People Management & motivation skills)
Skills
Uses effective interpersonal and communication skills to gain acceptance of and commitment to plans, ideas and initiatives
Makes client and business needs a primary focus
Builds rapport and constructive relationships with stakeholders
Considers how actions or plans will affect the client’s requirements and existing environment
Implements effective ways to monitor and evaluate client concerns, issues, and satisfaction
Identifies and distinguishes between critical and less critical activities and adjusts priorities according to business impact
Uses time effectively and prevents irrelevant issues or distraction from interfering with work completion
Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions
Leadership abilities, with a focus on coaching, mentoring, and developing team members
Package Includes
Market Related Salary
15 Days Annual Leave
Life Insurance
Provident Fund
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Title: Call Centre Manager
Company: WeBuyCars
Location: Pretoria, South Africa
Category: Management (Business Development, Client Relationship Manager)
