Call Center ManagerSandton, JohannesburgSalary: R45 000 - R50 000 CTCOur Client:A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and TechnologyAbout the role:Our client is now ready to take the next step by providing call center services to their existing 100+ clients and to expand across new clients and markets. To keep up with the strong demand and growth for the coming years, our client needs a Call Centre Manager with operational expertise as well as experience working with client on-boarding and integration.Our client is therefore looking for a Call Centre Manager who will be responsible for the Call Center Operations in their South Africa delivery Centre, working in close cooperation with CCO in the UK and closely with other internal stakeholders as well as externally with the business unit’s clients.Responsibilities:Responsible for a portion of our call centre operations in Johannesburg, South AfricaEnsure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operationsWork closely together with the sales organisation to on-board new clientsWork closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planningManage and develop the Call Center agents including informing training and development for new hires and for their professional growthEnsure the company operates within the framework of legislation within the countries our client operates and enforce the company’s rules and policiesManage and oversee overall performance and service level agreementRequirements:Have 3+ years working experience of leading customer care service teamsProven and successful ability to lead call center agents towards growthExcellent English communication (written, verbal, listening, etc.) and interpersonal skillsDesire to build career in one organisation for the next 3+ yearsOutstanding communication and negotiation skillsA person of high integrity, honest, straight-forward and transparentA Bachelor's degree is desirableProject management and/or training experience is desirableStrong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skillsHighly proficient with ERP software and other applicable tools such as CRMGood experience in call center platformsCompetencies:Professional, emotionally mature and ethicalStrong, proactive, service mindset and customer focusedStrong interpersonal skills and ability to work well with a broad range of personality styles and typesHigh sense of responsibility, tasks ownership and ability to drive problem solving through to resolutionExcellent planning, organisational skills and prioritisation to meet deadlines and carry out overall business plansPassion for customer service!Stay calm under pressure!#J-18808-Ljbffr