Call Center Manager

Sandton, Johannesburg

Salary: R45, 000-R60, 000 CTC

Our 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 Technology

About 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 units clients.

Responsiblities

• Responsible for their new call centre in Johannesburg, South Africa
• Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations
• Work closely together with the sales organisation to attract and on-board new clients
• Work closely together with the COO 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 planning
• Manage and develop the Call Center agents including creating training for new hires and for their professional growth
• Ensure the company operates within the framework of legislation within the countries our client operates and enforce the companys rules and policies
• Work alongside sales and marketing team in London to create compelling marketing materials for Call center prospects

Requirements

• Have 5+ years working experience of leading customer care service teams in a BPO environment;
• Proven and successful ability to lead call center agents towards growth
• Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
• Desire to build career in one organisation for the next 3+ years
• Outstanding communication and negotiation skills
• A person of high integrity, honest, straight-forward and transparent
• At least a Bachelor's degree and preferably a Master's or MBA
• Project management and/or training experience
• Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
• Highly proficient with ERP software and other applicable tools such as CRM
• Good experience in call center platforms
• Experience in dealing and managing UK and US clients;
• Experience working USA hours
• Proven track record in handling managing multiple clients
• Proven track record in managing an Omnichannel call centre

Competencies

• Professional, emotionally mature and ethical
• Strong, proactive, service mindset and customer focused
• Strong interpersonal skills and ability to work well with a broad range of personality styles and types
• High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
• Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
• Passion for customer service!
• Stay calm under pressure!