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Cape Town: Call Centre Team Manager posted by CallForce

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Job Description

About the Role

Join CallForce as a Call Centre Team Manager in Cape Town and lead the way in creating exceptional customer experiences for our iconic international brand. As a key member of our team, you will be responsible for mentoring and coaching a team of Call Centre Agents to achieve outstanding results.

Key Responsibilities

  • Lead and manage a team of Call Centre Agents to meet client SLA requirements
  • Promote a performance-driven culture and strive for amazing results
  • Handle customer escalations and contribute to creating a positive work environment
  • Motivate the team to achieve daily targets
  • Improve key success metrics associated with goals, including:
  • Customer Satisfaction Score
  • Service Level Goals
  • Quality Goals
  • Guide, coach, train, and equip agents with competencies to reach performance and customer service objectives
  • Coordinate training on new or revised information relating to services, products, or processes
  • Ensure all customer questions and complaints are resolved in a timely manner
  • Brainstorm with the team around issues or challenges that may hinder optimum performance and provide recommendations for improvement
  • Handle employee-related issues, including monitoring attendance, punctuality, and leave
  • Report on statistics, data, ratios, attrition, and terminations
  • Suggest areas of improvement for systems, policies, and processes used and propose solutions
  • Manage quality assurance
  • Assist with recruitment, HR admin, personal development, and other areas that contribute to maintaining processes and growth

Requirements

  • Matric
  • 1-2 years contact Centre Team Leader experience

Qualifications

None mentioned in the original job description.

Salary & Benefits

Salary details not specified in the original job description.

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How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Other Professions Jobs in Western Cape

When it comes to careers in the Western Cape, South Africa, the field of Other Professions encompasses a diverse range of roles that cater to various industries and sectors. Generally, this field is characterized by strong job prospects, driven by the growing demand for skilled professionals in sectors such as technology, finance, and manufacturing. Typically, these roles require a combination of technical expertise, business acumen, and interpersonal skills.

Typically, salaries for Other Professions roles in the Western Cape range from R500 000 to R1,5 million per annum, depending on factors such as experience, company size, and industry sector. Commonly, senior roles or those within larger companies tend to command higher salaries. However, it’s essential to note that these figures are only general guidelines and may vary widely based on individual circumstances.

Common skills required for Other Professions roles include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, the ability to think strategically, and proficiency in industry-specific software or tools. Typically, professionals in this field also possess a degree in a relevant field such as business administration, engineering, or computer science. Additionally, many roles require experience working with data analytics, project management, or team leadership.

Other Professions roles are commonly found within various industries, including financial services, technology, manufacturing, and logistics. These sectors often require professionals to be adaptable, flexible, and able to think creatively. In terms of career development, there are numerous opportunities for advancement, from specialized roles to senior leadership positions or entrepreneurial ventures.

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For those interested in pursuing a career in Other Professions, it’s essential to stay up-to-date with industry trends, develop strong skills, and build a network of professional contacts. Many professionals in this field also pursue ongoing education and training to stay ahead of the curve, whether through formal certifications or continuous learning initiatives. By focusing on personal development, staying adaptable, and being open to new opportunities, individuals can set themselves up for success in this exciting and rewarding field.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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