Call Centre Manager

Job Purpose

To manage the peermont call centre section and maintaining professional relationships with guests through ongoing excellent customer service

Qualifications

Matric

Minimum Requirements

5 years plus experience in Management of Call Centres

Customer Service experience

Computer Literacy

Proven experience in contact centre management with a focus on digitization and self-service channel development.

Background in process optimization and automation, preferably in the hospitality environment

Excellent leadership and communication skills, with the ability to inspire and motivate team members.

Proficiency in data analysis and reporting, with a keen eye for detail and accuracy.

Demonstrated ability to collaborate with cross-functional teams and drive initiatives to completion.

Knowledge of customer relationship management (CRM) systems and contact centre technologies.

Main Responsibilites

Ensure Customer Interaction Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.

Operational Planning and Execution: Developing and implementing strategies, policies, and procedures to optimize call centre operations. This includes setting performance metrics, establishing service level agreements (SLAs), and monitoring key performance indicators (KPIs) to ensure efficient call handling and resolution.

Design, deliver and maintain all processes and policies relating to resource scheduling and forecasting.

Quality Assurance and Improvement: Implementing quality assurance programs and monitoring calls to ensure adherence to company standards, regulatory requirements, and best practices. Providing feedback, coaching, and training to improve call handling skills, resolve customer issues, and enhance overall service quality

Main Responsibilites Cont.