Call Centre Manager
Durban, KwaZulu-Natal, ZA
1d ago
source : Work-Force
  • Manage activities ensuring levels are maintained, training is provided and that company standards are met. Planning, organisation and control of staff.
  • Experience and qualifications

  • Degree or Diploma
  • 3-4 years related
  • Responsibilities

  • Drive significant growth and profitability in the context of cost management
  • Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency
  • Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
  • Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
  • Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
  • Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
  • Maximise cross sell opportunities and strengthen client relationships
  • Prepare business communication that is of a professional standard
  • Contact prospective clients and sell appropriate banking products in order to achieve sales targets.
  • Develop and implement a comprehensive service strategy and plan to deliver on customer needs / expectations
  • Comply with governance in terms of legislative and audit requirements
  • Ensure efficiency of service productivity and performance in Call Centre
  • Coordinate and facilitate all approved strategic projects
  • Develop materials and documentation including minimum standards, templates, guidelines, FAQ’s and processes
  • Develop a deep understanding of the technical trends, market, competition and trends in the market. Research and identify new entrants in the relevant industries (mobile, payments, finance etc).
  • Assess opportunities and threats from these entrants

  • Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
  • Manage own development to increase own competencies
  • Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
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