Call Centre Manager - Cape Town

Must have minimum 3 years' experience at dealership level and be able to lead and develop a team.

Call Centre Manager duties and responsibilities

A Call Centre Manager has various important duties and responsibilities, these include :

Creating and implementing operational strategy, sourcing equipment and managing other aspects of the call centre’s daily operation

Monitoring random calls to assess and improve the quality of staff performance

Handling and resolving complex customer complaints

Setting and meeting performance targets and carrying out periodic appraisals

Tracking user feedback, key performance indices and other statistics

Preparing reports and making presentations to senior management and other stakeholders

Communicating the company’s goals so that all employees understand their role