Location: Cape Town
Description:
The Operations Customer Contact Centre in Cape Town currently has a vacancy for Team Managers who, reporting to the Assistant Call Centre Manager will be responsible to provide a management function to an owned team of agents through active, hands on and visible supervision, coaching and co-ordination, which ensures that responsible staff deliver on contracted targets as well as to ensure an effective call centre operation, which delivers superior customer service from simple centre processes and competency, which is aligned to the MWEB operations strategies and initiatives and that are cost effective and consistent.
Job Outputs:
- Responsible for call monitoring and call logs – Responsible for staff retention, staff development by way of assessments and team in seat – Monitoring late coming and attendance – Ensures QA contracting targets / coaching achieved – Providing budget input and assist with cost centre write off’s – Resource allocation and managing projects as contracted – Implementing initiatives to improve performance and efficiencies – Participating in testing of new systems, telephony etc and rollouts – Managing internal and external communications – team members, management, internal departments and customers – IR and HR processes and practices as well as recruitment, induction and vesting of staff – Escalation management of customer service related issues – Capacity management as well as perm to FTC ratio’s – Outage and trend management as well as escalation – Analysis of call centre and team reporting received from MIS team
Qualifications & Experience:
- Minimum of 2-3 years management and call centre experience is essential – Solid customer service experience – Internet call centre experience and knowledge of the following operating systems would be advantageous: Windows, XP, NT, MAC, WAP, PDA – Knowledge and experience of ACD’s, eWFM, Voice loggers a must – Working knowledge of call centres and workplace principles – Knowledge of basic employment conditions – Must be able to work shifts / flexible hours and weekends – Must have own means of transport to and from work – Fully bilingual – English and Afrikaans
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.
Interested applicants may forward their CV to [email protected]
Apply to this job
Description:
The Operations Customer Contact Centre in Cape Town currently has a vacancy for Team Managers who, reporting to the Assistant Call Centre Manager will be responsible to provide a management function to an owned team of agents through active, hands on and visible supervision, coaching and co-ordination, which ensures that responsible staff deliver on contracted targets as well as to ensure an effective call centre operation, which delivers superior customer service from simple centre processes and competency, which is aligned to the MWEB operations strategies and initiatives and that are cost effective and consistent.
Job Outputs:
- Responsible for call monitoring and call logs – Responsible for staff retention, staff development by way of assessments and team in seat – Monitoring late coming and attendance – Ensures QA contracting targets / coaching achieved – Providing budget input and assist with cost centre write off’s – Resource allocation and managing projects as contracted – Implementing initiatives to improve performance and efficiencies – Participating in testing of new systems, telephony etc and rollouts – Managing internal and external communications – team members, management, internal departments and customers – IR and HR processes and practices as well as recruitment, induction and vesting of staff – Escalation management of customer service related issues – Capacity management as well as perm to FTC ratio’s – Outage and trend management as well as escalation – Analysis of call centre and team reporting received from MIS team
Qualifications & Experience:
- Minimum of 2-3 years management and call centre experience is essential – Solid customer service experience – Internet call centre experience and knowledge of the following operating systems would be advantageous: Windows, XP, NT, MAC, WAP, PDA – Knowledge and experience of ACD’s, eWFM, Voice loggers a must – Working knowledge of call centres and workplace principles – Knowledge of basic employment conditions – Must be able to work shifts / flexible hours and weekends – Must have own means of transport to and from work – Fully bilingual – English and Afrikaans
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.
Interested applicants may forward their CV to [email protected]
Apply to this job