Call Center Manager

Job Role: Customer Account Manager: Call Centre

Are you a dynamic and customer-focused leader with a passion for delivering exceptional service and driving high-performing teams in a Call Centre Enviroment. We are looking for an experienced Customer Account Manager to lead our call centre operations, optimise performance, and ensure an outstanding customer experience.

Responsibilities:

• Contribute to and implement the call centre Strategy and Operational plans
• Manage the performance of the call centre team
• Manage call centre technology and systems
• Maintain stakeholder relations
• Develop and implement quality assurance standards and procedures
• Handle customer inquiries and escalations in a customer-centric manner
• Manage team human resources including hiring, training, and performance management

Skills and Behaviours:

• Current knowledge of best practices for Customer Services in a retail environment
• Understanding of the Customer Protection Act
• Knowledge of Pepkor Lifestyle policies, practices, processes, and systems
• Proficiency in CRM systems and call centre management software
• Strong management and leadership skills
• Ability to make decisions and take action
• Ability to lead and supervise a team
• Strong persuasion and influencing skills
• Excellent planning and organizational skills
• Strong written and verbal communication skills
• Problem-solving skills
• Resilience and ability to handle pressure
• Teamwork
• High energy and drive
• Customer orientation
• Excellence orientation
• Courage and conviction
• Strategic thinking

Minimum Qualifications:

• Grade 12 / Matric certificate.
• Relevant Business Degree or related field
• 5 years of experience in Call Centre Management or similar position in a customer service environment.

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