Description:
- Leadership & Team Management
- Manage a 120-seater call centre consisting of team leaders and call centre agents.
- Monitor call centre performance and ensure adherence to daily/weekly/monthly operational targets.
- Develop, identify and enhance team leadership skills to represent staff with excellence.
- Develop, implement and maintain training programs to enhance skills, performance and product knowledge.
- Operational Efficiency
- Develop, implement and maintain call strategies in line with company strategic objectives.
- Optimize workflows, call scripts and internal processes to ensure optimised productivity.
- Analyse call centre related performance and compliance data and develop action plans to address improvement required.
- Develop strategies for continuous improvement.
- Human Resource Management
- Assist with on-the-job training of all newly appointed employees.
- Continues training of agents who do not meet operational targets.
- Enforce all company policies to ensure adherence and follow prescribed human resources processes and procedures to identify and rectify all non-adherence and initiate disciplinary actions where necessary.
Requirements:
- Leadership & Team Management
- Manage a 120-seater call centre consisting of team leaders and call centre agents.
- Monitor call centre performance and ensure adherence to daily/weekly/monthly operational targets.
- Develop, identify and enhance team leadership skills to represent staff with excellence.
- Develop, implement and maintain training programs to enhance skills, performance and product knowledge.
- Operational Efficiency
- Develop, implement and maintain call strategies in line with company strategic objectives.
- Optimize workflows, call scripts and internal processes to ensure optimised productivity.
- Analyse call centre related performance and compliance data and develop action plans to address improvement required.
- Develop strategies for continuous improvement.
- Human Resource Management
- Assist with on-the-job training of all newly appointed employees.
- Continues training of agents who do not meet operational targets.
- Enforce all company policies to ensure adherence and follow prescribed human resources processes and procedures to identify and rectify all non-adherence and initiate disciplinary actions where necessary.
- Grade 12 (Matric) is essential.
- Relevant Tertiary diploma/degree
- Minimum 3 years of proven management experience in a call centre environment, preferably within the debt collections or financial industry.
- Grade 12 (Matric) is essential.
- Relevant Tertiary diploma/degree
- Minimum 3 years of proven management experience in a call centre environment, preferably within the debt collections or financial industry.
21 Feb 2025;
from:
careers24.com