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

• 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

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