Western Cape: Call Centre Manager – Managing a Call Centre posted by Bonafide Human Capital

Must have minimum 3 years’ experience at dealership level and be able to lead and develop a team.Call Centre Manager duties and responsibilitiesA 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 centres daily operationMonitoring random calls to assess and improve the quality of staff performanceHandling and resolving complex customer complaintsSetting and meeting performance targets and carrying out periodic appraisalsTracking user feedback, key performance indices and other statisticsPreparing reports and making presentations to senior management and other stakeholdersCommunicating the companys goals so that all employees understand their role