Outbound/Inbound Call Centre Manager ( Green Point)
Key Recruitment Cape Town
One of our clients based in Green Point, an innovative, contemporary, and dynamic Real Estate Brokerage is looking for a Outbound/Inbound Call Centre Manager.
Requirements:
-Minimum of 2-5+ years of experience in a call centre management role.- Proven track record of successfully managing outbound and inbound call centre teams.
- Excellent communication and interpersonal skills.
- Proficiency in call centre software and technology.
- Ability to analyse data and make informed decisions to drive performance.
-Strong problem-solving skills and ability to handle high-pressure situations.
-Flexibility to work in a fast-paced and dynamic environment.- IT skills are essential for managing call centre systems and tools.
- Own Laptop & Transport
Plus points:
- Dialfire software experience
- HubSpot CRM experience
- Looker Studio experience
Key Responsibilities:
-Oversee the day-to-day operations of the outbound and inbound call centres.- Develop and implement strategies to improve call centre performance and achieve key performance indicators (KPIs).
- Manage, train, and mentor call centre staff to ensure high levels of customer service and operational efficiency.
- Monitor call centre metrics and prepare regular performance reports for senior management.
- Handle escalated customer issues and provide effective resolutions.
- Collaborate with other departments to ensure a seamless customer experience.
- Implement and maintain call centre technology and software to optimise operations.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Conduct regular team meetings and performance reviews.
- Recruit and train call centre staff
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