Call/Contact Centre Manager
Kontak Recruitment
Durban, Kwazulu-Natal, ZA
4d ago
source : JobVine

Call / Contact Centre Manager (National) ( JB751)DurbanR40 000 R50 000 per month plus commission Call Centre Manager (National) will be responsible for leading the team of team leaders and call centre sales representatives at various call centres in Johannesburg, Durban and Cape Town to better performance and improve sales and service quality.


Grade 12Relevant tertiary qualificationStrong sales background within a call centre environmentExperience with managing a national call centre Ability to multitask and remain calm under pressure, especially during peak hours and intense situationsExceptional interpersonal, customer service, problem solving, verbal and written communication and conflict resolution skillsKnowledge of management principlesStrong coaching and leadership skills, ability to motivate employeesDecisiveness and attention to detailProficiency with necessary technology, including computers, software applications and phone systems Duties and Responsibilities : Establish the sales call centre objectives, provide representatives with opportunities to expand their knowledge of services, productsEnsure staff members are achieving set targets and taking corrective actionPrepare reports and analyze call centre data to improve processes, lead conversion and ensure resources are properly allocatedMaximize efficiency and customer satisfactionTroubleshooting techniques, analyze call centre data, and focus on improving sales performance and processesExceptional communication, interpersonal and customer service skillsHire, train, prepare and motivate staff members to provide excellent serviceSet objectives and analyze call centre metricsEnsure call centre sales staff meet targets and provide reliable, efficient support to customers

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