Weekdays: 7:00am to 5:00pm
Saturday: 7:00am to 12:00pm
Sunday: 7:00am to 12:00pm
Public Holidays:7:00am to 10:00am

Inbound Call Centre Manager

As the Call Centre Manager you will be responsible for directing all aspects related to the inbound /outbound call centre operations. You will also help in implementing and reviewing call centre procedures and policies. Your end goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organisation in the best possible way.

Key Responsibilities

  • Managing a team of call centre representatives directly and directing their activities for the overall performance of call centre targets and goals.
  • Managing the overall performance of the centre.
  • Developing and supervising a team of representatives and preparing their performance reports for senior management.
  • Identifying, recommending and supporting the implementation of various programs for the improvement of call centre processes.
  • Monitoring random inbound calls to improve the quality, minimising errors and tracking operative performance.
  • Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes and trends.
  • Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
  • Recording statistics, performance levels and user rates of the call centre and preparing the reports.
  • Planning and developing employee recruitment, including posting vacancy ads and liaising with senior management for proceedings.
  • Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
  • Promoting sales culture that encourages and ensures employee satisfaction
  • Reviewing the staff’s performance, determining training needs and scheduling training sessions.

Skills and Specifications

  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
  • Ability to maintain customer confidentiality
  • Solid communication skills and excellent interpersonal skills
  • Ability to express ideas in clear and concise manner
  • Solid problem-solving skills and excellent Management skills
  • A passion for Sales is a must

What we will offer

  • A fun, fast paced environment within a company that values the efforts of their employees
  • A voice within the company – to air concerns, bring forward ideas and promote growth
  • A close knit company that looks after the people that look after the business
  • Negotiable salary and flexibility of working hours depending on previous experience

If this sounds like a career you can be passionate about please email your resume in confidence

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