18 Oct
BCXP
Gauteng
Business unit, Department, Reporting Business Unit Solutions Department Outsourcing and AMS Job grade/level M5 Core Description Ensure the smooth and efficient operation of the Outsourcing & AMS Call Centre, while also focusing on delivering high-quality customer service and driving continuous improvement.
Key Deliverables / Primary Functions Lead and manage a team of customer service representatives (CSRs).
This involves hiring, training, coaching, and motivating staff to ensure they meet performance targets and provide excellent customer service.
Monitor and evaluate the performance of individual CSRs and the overall team.
This includes setting performance metrics (such as call resolution times, customer satisfaction scores,
and response times) and implementing strategies to improve performance where necessary.
Manage the allocation of resources, including staffing levels, scheduling, and workload distribution, to ensure adequate coverage during peak call times and efficient use of resources.
Develop and implementing strategies to improve the efficiency and effectiveness of the call centre.
Generate reports and analyzing data related to call centre performance, including call volume, response times, customer satisfaction scores, and other key metrics.
Ensure that the call centre operates in compliance with relevant regulations and company policies.
This includes maintaining security and confidentiality of customer information, adhering to industry standards, and mitigating risks related to fraud, data breaches,
and other potential threats Core Functional Skills & Capabilities Problem solving Communication Strategic Planning Customer Orientation Customer Needs Analysis Core Behavioural Competencies Job Match Leading and supervising Analysing Applying expertise & Technology Planning & Organising Writing and Reporting Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Call Centre or Grade 12 (NQF Level 4) and 7 years' experience Additional Education -Preferred /Advantage Experience 5 years' experience in ICT Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment OR 7 years' experience in ICT Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 20 Level of Engagement Engagement will all levels within the organisation,
internal and external to the business.
Special Requirements / Employment Condition Workplace / Physical Requirements Full-time Office Based position.
Billable
▶️ National Manager: Call Centre - Gauteng, Midrand & Cpt
🖊️ BCXP
📍 Gauteng