Contact Centre Manager (Operations) – Century City, Cape Town.

A vacancy exists for a Contact Centre Manager within the Micro Merchant Division – Operations, in Century City, Cape Town.

As a Contact Centre Manager at Kazang, you will be responsible for overseeing the operations of our contact centre, ensuring the delivery of exceptional customer service, and achieving key performance indicators.

You will lead a team of dedicated customer service representatives, driving their success through effective leadership, training, and performance management.

This role requires a strategic thinker with a passion for customer satisfaction and a drive to improve processes and procedures continuously.

Key Responsibilities include, but are not limited to:

  • Team Leadership:
    • Lead and motivate a team of customer service representatives, fostering a positive and productive work environment.
  • Performance Management:
    • Set clear performance targets and KPIs for the team, monitoring performance and providing regular feedback and coaching to drive continuous improvement.
  • Operational Oversight:
    • Manage the day-to-day operations of the contact centre, ensuring efficient call handling, response times, and service quality.
  • Customer Satisfaction:
    • Maintain a strong focus on customer satisfaction, implementing strategies to enhance the customer experience and resolve escalated issues effectively.
  • Training and Development:
    • Develop training programs to equip team members with the skills and knowledge needed to deliver exceptional service and facilitate ongoing development opportunities.
  • Process Improvement:
    • Identify opportunities for process optimization and efficiency gains within the contact centre, implementing improvements to enhance productivity and service quality.
  • Reporting and Analysis:
    • Generate reports on contact centre performance, analyzing trends and identifying areas for improvement or intervention.
  • Stakeholder Management:
    • Collaborate with other departments within the organization to ensure alignment of goals and effective communication channels.
  • Compliance:
    • Ensure adherence to company policies, procedures, and regulatory requirements, maintaining high standards of compliance within the contact centre.

Minimum Requirements:

In order to be considered for this position, the following requirements must be met:

  • Matric / Grade 12.
  • Bachelor’s degree in business administration, Management, or a related field.
  • Proven experience in a contact centre management role, preferably in the telecommunications or financial services industry.

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