Contact Centre Manager

Are you a dynamic and driven individual with a passion for leading teams and delivering exceptional customer experiences? Look no further! We are thrilled to present a remarkable opportunity for a Call Centre Manager.

About the Role:
As a Call Centre Manager, you will play a pivotal role in overseeing the daily operations of our client's call centre and its dedicated employees. You'll be at the forefront of shaping the customer service journey, ensuring each interaction is nothing short of outstanding. From hiring and training Call Centre Representatives to establishing performance goals and effectively addressing customer issues, you'll be the driving force behind a seamless and efficient call centre environment.

Qualifications We're Looking For:
To excel in this role, you'll need to meet the following qualifications:

Customer Service Experience: A strong foundation in customer service is a must. Your ability to understand and cater to customer needs will set the tone for the entire call centre team.
Performance Metrics and Evaluation: A solid understanding of performance evaluation and customer service metrics will enable you to measure success and drive continuous improvement.
Financial Acumen: Proficiency in basic financial analysis, including cost-effectiveness and cost-benefit assessments, will empower you to make informed decisions that impact the bottom line.
Communication Skills: Outstanding communication and interpersonal skills are key to fostering a collaborative atmosphere and building strong relationships with both team members and customers.
Leadership and Problem-Solving: Excellent organisational and leadership skills, coupled with your problem-solving ability, will be vital in managing day-to-day challenges and inspiring your team to excel.
Educational Background: A high school diploma or equivalent is required, and a higher degree in a relevant discipline will be highly appreciated.