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** job title:** call center manager ** department:** sales ** location:** midrand ** job type:** full tim e ** reporting to:** c e o ### job purpose: the call center manager will oversee both inbound and outbound call operations this role involves managing the daily running and management of the center through effective use of resources, ensuring delivery of exceptional customer service the manager will be responsible for the implementation and management of systems and processes, including a comprehensive c r m platform ### key responsibilities: ** operations management:** oversee the effective management of both inbound and outbound calls to achieve business objectives ensure customer queries are handled promptly and accurately, meeting all agreed service levels and standards ** team leadership:** lead, motivate, and support a large team within a time sensitive and demanding environment this includes setting clear expectations, providing regular feedback, and developing skills of team members ** c r m and systems management:** set up, manage, and optimize c r m systems to track interactions and sales, ensuring data quality and usage consistency use c r m data to analyze call center metrics for continuous improvement ** process improvement:** identify and implement process improvements to increase efficiency and quality of service establish best practices for call handling and c r m use ** training and development:** develop and implement training programs that equip staff with the necessary skills to perform their roles ensure new and existing team members are proficient in using call center technologies and processes ** reporting:** prepare regular reports on the performance of the call center and staff, including analysis of data captured in the c r m system ** compliance and quality assurance:** ensure all company policies and procedures are adhered to, including compliance with legal and professional standards for customer contact and data management ### skills and qualifications: proven experience as a call center manager or similar management role in customer service or sales strong understanding of management practices and techniques excellent leadership and interpersonal skills proficiency in technology, especially c r m software and call center systems strong analytical and problem solving abilities excellent verbal and written communication skills bachelor’s degree in business administration or related field; master’s degree preferred ### personal attributes: high emotional intelligence and resilience in high pressure situations adaptability and flexibility to handle unexpected challenges strong coaching and mentoring skills to foster a high performance team ### salary: market related ### how to apply: send c v, proof of experience, as well as all other supporting documents to john@designerwater com

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