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Call Centre and Remote Support Manager

Call Centre and Remote Support Manager

Express Employment ProfessionalsWorkFromHome, Free State, South Africa
20 days ago
Job type
  • Remote
Job description

Overview

Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.

Team Leadership

  • Managing and leading a team of support agents, ensuring they are well-trained and motivated.

Performance Monitoring

  • Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.

    • Quality Assurance

  • Implementing and maintaining quality standards for customer interactions to ensure a high level of service.

    • Workflow Optimization

  • Streamlining processes to improve efficiency and reduce customer wait times.

    • Training and Development

  • Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.

    • Technology Management

  • Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.

    • Customer Feedback Analysis

  • Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.

    • Escalation Management

  • Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.

    • Resource Planning

  • Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.

    • Reporting and Analytics

  • Generating reports on support performance and using data to make informed decisions for continuous improvement.

    • Communication

  • Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.

    • Remote Work Coordination

  • If applicable, ensuring effective coordination and communication in a remote support environment.

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    Call Centre Manager • WorkFromHome, Free State, South Africa

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