21 Oct
Bluespec Holdings
Sandton
Main Job Function:
In this role, you will be responsible for overseeing the day-to-day operations of our Call Centre, ensuring efficient and effective customer service delivery. If you are a results-oriented leader with a passion for excellence, this is an exciting opportunity to make a significant impact.
Minimum requirements:
• Demonstrated success in managing contact centres
• Proven ability to work independently and efficiently manage a contact centre
• 7+ years of management experience in a contact centre environment (Operations)
• Bachelor's degree / Diploma in a relevant field
• Extensive knowledge of contact centre procedures
• Exceptional problem-solving and decision-making skills
• Strong leadership and people management skills, capable of motivating and inspiring a team
• Analytical mindset, adept at interpreting data, identifying trends, and making data-driven decisions
• Proficiency in using call centre software, CRM systems, and reporting tools (Dreamtec experience advantageous)
• Effective problem-solving and decision-making abilities
Duties will include but is not limited to:
• Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback
• Develop and implement strategies to improve team productivity and overall performance through incentives
• Conduct regular team meetings to communicate goals, targets, and updates, fostering a positive and collaborative work environment
• Monitor and evaluate individual and team performance, implementing corrective actions or recognition initiatives as needed
• Operations Management
• Monitor call centre metrics and key performance indicators (KPIs)
to ensure service level agreements (SLAs) are met
• Implement and optimize call centre processes and procedures to improve efficiency and customer satisfaction
• Performance and Quality Assurance
• Ability to work in a fast-paced environment and adapt to changing priorities
• Stakeholder Engagement
• Responsible for retention of staff and succession planning.
• Ensuring fair and consistent application of company disciplinary procedures.
▶️ Call Centre Manager
🖊️ Bluespec Holdings
📍 Sandton