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Randburg: Call Centre Manager (JB5091) posted by Kontak Recruitment

Call Centre Manager (JB5091)

Posted on 2025-03-05 13:00:04

Company Kontak Recruitment
Salary 35000
Category Other Management
Location South Africa  /  Gauteng  /  Randburg

Job Summary

Call Centre Manager (JB5091)RandburgR35 000 R50 000 p/mRequirementsProven experience as a Call Centre Manager or similar role.Strong expertise in CRM implementation and management.Extensive experience handling inbound calls and improving customer service operations.Excellent leadership, coaching, and team management skills.Ability to analyze performance data and implement improvement strategies.Strong problem-solving and decision-making abilities.Knowledge of call centre technology, automation tools, and best practices. Advantageous: Experience in [specific industry, if applicable].ResponsibilitiesLead and oversee the inbound call centre team, ensuring high-quality customer interactions.Implement, optimize, and manage CRM and IVR systems to improve workflow and customer experience.Develop and enforce customer service strategies, ensuring high satisfaction and retention.Monitor call centre performance metrics, including response times, resolution rates, and service quality.Train, mentor, and motivate call centre agents to deliver outstanding service.Collaborate with internal teams to align CRM processes with business goals.Handle escalated customer queries and ensure prompt issue resolution.Continuously seek opportunities to improve call centre operations and efficiency.
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