Contact Center Operations ManagerMordicks95 • Pretoria, Gauteng, South Africa
Contact Center Operations Manager
Mordicks95 • Pretoria, Gauteng, South Africa
2 days ago
Job type
- Quick Apply
Job description2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability. Technical : Proficiency with Workforce Management (WFM) software and advanced reporting / analytics within CRM / ACD systems. Skills : Strong leadership, motivational, conflict resolution and data analysis skills.
First-level manager responsible for the performance, coaching, and development of a team of agents .
Tasks
Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback / coaching.
- Handle and de-escalate calls from highly frustrated or challenging customers.
- Conduct regular 1 : 1 performance reviews and create development plans for team members.
- Ensure team adherence to schedules (Adherence) and quality standards (QA Score).
- Generate and analyze daily / weekly performance reports ( KPIs like CSAT, NPS, AHT) for management review.
- Manage scheduling, sick leave and other administrative tasks for the team.
Requirements
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Operation Manager • Pretoria, Gauteng, South Africa
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