Call Centre Manager Job at Imperial Scope SA(Pty)Ltd – Durban, KwaZulu-Natal
Imperial Scope SA based in Umgeni road is seeking a call Centre manager.
- Management certificate(advantageous)
- 2- 3 years relevant management experience(call Centre management advantageous)
- Computer literate
- Able to travel to and from work(Own vehicle)
- Microsoft competent
- Speaks English
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Providing daily reports to the director with regards to sales.
Job Types: Full-time, Permanent
Salary: R6,000.00 per month
When called in for an interview please wear a mask.
- Management: 3 years (Required)
About the Company
Company: Imperial Scope SA(Pty)Ltd –
Company Location: Durban, KwaZulu-Natal