Want to work at one of the most innovative outsourcing and insourcing solutions companies in South Africa? We’re continuously expanding our team and we’re looking to hire a Contact Centre Manager. The main responsibility of this role is to ensure all targets are met in line with requirements and the success rate is reached accordingly at all times.

Our ideal Contact Centre Manager should have experience in dealing with large projects in call centres and be able to take charge of new projects at both an operational and a strategic level. Here’s a brief description of the job role:

Duties

  • Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses
  • Develop call centre systems by developing customer interaction, voice response systems and voice networks
  • Maintain and improve call centre operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, installing upgrades
  • Accomplish call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling and disciplining employees
  • Meet call centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances and initiating corrective actions
  • Prepare call centre performance reports by collecting, analysing and summarising data and trends
  • Achieve daily call targets
  • Follow up with calls each day
  • Provide and report on daily and weekly stats to the head of the department
  • Follow an escalation matrix
  • Achieve operational delivery as per the department’s deliverables
  • Management and leadership of a target driven team of people and all associated managed responsibilities

Requirements:

  • Minimum 5 years’ experience in running a customer call centre operation with a direct focus in achieving customer satisfaction and customer delivery.
  • Bachelor’s Degree/National Diploma in Sales and Marketing or Business Management
  • Action oriented to see and create sales opportunities
  • Target driven
  • Process driven
  • Ability to network and build effective business relationships
  • Detail orientated

Why work for the Effectiveness Company? 

The Effectiveness Company is an outsourcing/insourcing company within the business transformation outsourcing space with a deep focus on execution. In addition, we also provide consulting and labour managed services.

We offer outsourcing and insourcing services in the following areas:

  • Back Marketing Management
  • CRM and Field Services
  • Human Capital Management
  • Branded Academies
  • Supply Chain Management
  • Asset Management

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The talent company is a people solutions company and a division of The
Effectiveness Company. The jobs that are advertised may be currently
available, but may also only be available on the data base for future
positions.

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