CALL CENTER MANAGER X 1 wanted at Career Diversity (Pty) Ltd

KEY AREAS OF RESPONSIBILITY INCLUDE:
• Training, coaching and leading call center representatives as they provide support for customers.
• Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analysing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call centre operations.

QUALIFICATIONS:
• University Degree in Marketing/Communications or related field.

ROLE REQUIREMENTS
• Ability to multitask.
• Exceptional interpersonal skills,
• Good customer service skills,
• Good problem solving,
• Strong verbal and written communication skills
• Familiarity with company products, services, policies and proficiency with required technology.
• Strong coaching and leadership skills, ability to motivate employees.
• Polite, professional phone etiquette.