Call Centre Manager, Bloemfontein
Core
Lead a Bloemfontein-based call centre team to drive customer satisfaction, operational excellence, and service level targets.
Role type
Call Centre Manager
Builds
Customer service operations and team performance
Domain
Customer Service / Contact Centre
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, data analysis, process improvement, problem-solving, customer service, goal setting, coaching, reporting
Preferred skills
Tertiary qualification in Business Management or Customer Service, advanced Excel proficiency
Technologies
Microsoft Excel
Responsibilities
Motivate and lead the call centre team to achieve targets and service levels; Set and develop monthly and quarterly goals and action plans; Evaluate staff performance and provide coaching; Analyze call centre data using Excel to create reports for management; Monitor and improve call centre processes; Manage bookings of patients and customer appointments; Develop action plans based on statistical feedback; Resolve escalated customer issues.