Overview

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.

Requirements include:

  • Matric
  • 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.

Duties Include:

  • 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

COVID-19 considerations:
When called in for an interview please wear a mask.
No Mask.
No Entry.

Education:

Experience:

  • Management: 3 years (Required)

Language:

Work Remotely:

About the Company

Company: Imperial Scope SA(Pty)Ltd –

Company Location:  Durban, KwaZulu-Natal

Estimated Salary:

About Imperial Scope SA(Pty)Ltd -