Cape Town City Centre: Call Centre Manager – Cape Town posted by Bonafide Human Capital Ltd

Must have minimum 3 years’ experience at dealership level and be able to lead and develop a team. Call Centre Manager duties and responsibilities A Call Centre Manager has various important duties and responsibilities, these include: Creating and implementing operational strategy, sourcing equipment and managing other aspects of the call centre’s daily operation Monitoring random calls to assess and improve the quality of staff performance Handling and resolving complex customer complaints Setting and meeting performance targets and carrying out periodic appraisals Tracking user feedback, key performance indices and other statistics Preparing reports and making presentations to senior management and other stakeholders Communicating the company’s goals so that all employees understand their role