Location: Cape Town
Description:
The Operations Customer Contact Centre division in Cape Town currently has a vacancy for an Assistant Call Centre Manager who, reporting to the Customer Care Manager, will be responsible to provide a management function, which ensures that responsible staff deliver on contracted targets and dates within budget as well as to provide, support, manage and take accountability for all performance enhancement functions that compliments an efficient peoples environment and contact centre operation to deliver superior customer service on time and on standard from simple call centre processes, which is aligned to the MWEB Operations strategies and initiates and that are cost effective and consistent.
Job Outputs:
- Achieve agreed set goals of service levels, quality and productivity measures – Cost management and budget input – Improve work processes – Manage internal and external communications – Team management – Oversee delivery of training – Oversee quality management – Updating, maintaining and submitting of reports – Identify and manage change effectively
Qualifications and Experience:
- 2-3 years management experience – 2-3 years call centre experience (focus on inbound in a shift environment) – Superior customer service skills / experience – Internet call centre experience will be advantageous – Knowledge and experience of ACD’s, eWFM, voice loggers – Working principles and HR process knowledge and principles – Knowledge of basic employment conditions – Matric
Should you be shortlisted, one of our recruiters will contact you in due course to participate in further steps of our selection process.
Due to the volume of the applications received, further communication will only occur with shortlisted candidates. If you do not receive any response from us within three weeks, please consider your application to be unsuccessful.
Applications can be sent to [email protected]
Apply to this job
Description:
The Operations Customer Contact Centre division in Cape Town currently has a vacancy for an Assistant Call Centre Manager who, reporting to the Customer Care Manager, will be responsible to provide a management function, which ensures that responsible staff deliver on contracted targets and dates within budget as well as to provide, support, manage and take accountability for all performance enhancement functions that compliments an efficient peoples environment and contact centre operation to deliver superior customer service on time and on standard from simple call centre processes, which is aligned to the MWEB Operations strategies and initiates and that are cost effective and consistent.
Job Outputs:
- Achieve agreed set goals of service levels, quality and productivity measures – Cost management and budget input – Improve work processes – Manage internal and external communications – Team management – Oversee delivery of training – Oversee quality management – Updating, maintaining and submitting of reports – Identify and manage change effectively
Qualifications and Experience:
- 2-3 years management experience – 2-3 years call centre experience (focus on inbound in a shift environment) – Superior customer service skills / experience – Internet call centre experience will be advantageous – Knowledge and experience of ACD’s, eWFM, voice loggers – Working principles and HR process knowledge and principles – Knowledge of basic employment conditions – Matric
Should you be shortlisted, one of our recruiters will contact you in due course to participate in further steps of our selection process.
Due to the volume of the applications received, further communication will only occur with shortlisted candidates. If you do not receive any response from us within three weeks, please consider your application to be unsuccessful.
Applications can be sent to [email protected]
Apply to this job