- Localisation South Africa - Cape Town
- Fonction You will be managing the New Business and Customer Service teams for the Credit Card product by ensuring that they have the required resources, processes and technologies to consistently deliver against customer and business expectations.
- Etudes Relevant Degree/Diploma in Commerce, Credit Management or equivalent – advantageous
- Expérience Minimum 5 years’ experience in contact centre leadership
Call Center Manager: Credit Card product - Cape Town, South Africa
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 and meeting performance targets
•Ensuring all relevant communications are updated and recorded
•Liaising with Team Leaders and Consultants to gather information to complete new applications and resolve customer issues
•Monitoring random calls to improve quality, minimise errors and track operative performance
•Coordinating staff recruitment in collaboration with HR and selected recruitment partners
•Reviewing the performance of staff, identifying training needs and planning training sessions
•Recording statistics of performance levels of the centre and preparing reports
•Handling complex customer complaints or enquiries
•Identifying and deliver ongoing improvement opportunities in the new account and customer query/complaints resolution processes
•Forecasting and analysing data against budget figures on a weekly and/or monthly basis
•Operating within budget and ensure expense targets are met
•Building and maintaining relationships with internal and external stakeholders at the appropriate level to support growth objectives
•Maintaining up-to-date knowledge of industry developments and involvement in networks
•Providing leadership which is inspiring, supportive and motivates people to achieve goals consistently
•Coaching and motivating teams to ensure optimal performance, engagement and succession
What’s the culture like?
Passionate | Optimistic | Informed | Uncomplicated
What you’ll need?
•Relevant Degree/Diploma in Commerce, Credit Management or equivalent – advantageous
•Minimum 5 years’ experience in contact centre leadership
•Experience in preparing and interpreting monthly reports as well as presenting results
•Credit card product experience essential
Who you’ll be working with?
You’ll be reporting to the Head of New Business
Et vous ? Etes-vous notre Call Centre Manager : Credit Card product - Cape Town, South Africa ?
Nombre d'années d'expérience recherché (dans le domaine du poste) yc stage et alternanceMinimum 5 years’ experience in contact centre leadership
Niveau d'étudeRelevant Degree/Diploma in Commerce, Credit Management or equivalent – advantageous
Spécialité du diplômeCommerce
Compétences comportementalesPassionate | Optimistic | Informed | Uncomplicated