- Location South Africa - Cape Town
- Office To manage the Customer Services Call Centre by ensuring that it has the required people, processes and technologies to consistently deliver against customer and business expectations.
- Studies Degree/Diploma in Commerce/Credit Management - advantageous
- Experience Mid-Senior level
Call Centre Manager: Customer Services - Cape Town, South Africa
What’s your purpose?
To manage the Customer Services Call Centre by ensuring that it has the required people, processes and technologies to consistently deliver against customer and business expectations.
What you’ll be doing?
•Managing the daily running of the Call Centre, including effective resource planning and applying Call Centre strategies and operations
•Setting/meeting performance targets
•Ensuring all relevant communications are updated and recorded
•Liaising with Team leaders and Consultants to gather information and resolve customer queries
•Monitoring random calls to improve quality, minimise errors and track operative performance
•Coordinating staff recruitment requests and requirements to ensure the department is appropriately resourced
•Reviewing the performance of staff, identifying training needs and planning training sessions
•Recording statistics of performance levels for the centre and preparing reports on these statistics and performance levels
•Forecasting and analysing data against budget figures on a weekly and/or monthly basis
•Building and maintaining relationships with internal and external stakeholders to support growth objectives
•Operating within budget and ensuring expense targets are met
•Managing complex customer/merchant complaints or enquiries
•Focusing on continuous improvement of processes, tasks and policies
•Maintaining up-to-date knowledge of industry developments and involvement in networks
•Providing leadership which is inspiring, supportive and motivates employees to achieve goals consistently
•Coaching and mentoring the team in line with the RCS values to ensure optimal performance, engagement, retention and succession
What’s the culture like?
What you’ll need?
•Minimum 5 years’ experience in a leadership role within a Contact Centre - essential
•Degree/Diploma in Commerce/Credit Management - advantageous
•Experience in preparing and interpreting monthly reports and present accordingly on trends - essential
•Financial Services / or Retail Credit experience with knowledge of applicable legislation - advantageous
•Experience of delivery and good performance within areas of accountability (application of knowledge and skill)
•Sound competence to effectively select, develop, manage and motivate appropriately skilled personnel
Who you’ll be working with?
You’ll be reporting to the Head of Customer Services and New Business
Where you’ll be based?
Liberty Grande Building, Ground Floor, Goodwood, Cape Town
Preference will be given to suitably qualified applicants in line with the RCS Employment Equity Plan.
And you? Are you our Call Centre Manager: Customer Services - Cape Town, South Africa ?
Number of years of experience (in the field of the post) including internship and alternationMid-Senior level
Level of studyDegree/Diploma in Commerce/Credit Management - advantageous
Field of experienceCustomer Service Strategy, Planning Management
Diploma specialtyFinancial Services / or Retail Credit experience with knowledge of applicable legislation - advantageous
Behavioral skillsSound competence to effectively select, develop, manage and motivate appropriately skilled personne