Contact Center Manager - Remote Work

Job Description:

Capitec Bank is seeking a Contact Center Manager to join our team on a part-time basis. This position will be based in Durban, KwaZulu Natal, ZA, and will allow for remote work. We are looking for a reliable and dedicated individual with at least 5 years of experience in a contact center environment.

Responsibilities: - Manage and oversee the day-to-day operations of the contact center, ensuring that all customer inquiries are addressed in a timely and efficient manner. - Develop and implement strategies to improve the overall performance of the contact center, including productivity, quality, and customer satisfaction. - Monitor key metrics such as call volume, average handle time, and first call resolution, and make adjustments as needed to meet performance targets. - Train, coach, and mentor contact center staff to ensure they have the skills and knowledge needed to excel in their roles. - Work closely with other departments within the organization to coordinate efforts and ensure a seamless customer experience. - Stay up-to-date on industry trends and best practices, and make recommendations for process improvements.

Requirements: - 5 years of experience in a contact center environment, with at least 2 years in a managerial or supervisory role. - Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team. - Strong problem-solving skills and the ability to think critically and analytically. - Innovative mindset with a strong sense of adaptability. - Proficiency in Microsoft Office Suite and experience with contact center software. - Bachelor's degree in Business Administration or a related field preferred.

Benefits: - Paid sick leave - Visa sponsorship if necessary - Company transportation for on-site visits

Working Environment: At Capitec Bank, we prioritize quality in all aspects of our work, products, and services. We value input from all team members and encourage collaboration and innovation to drive success.

Deadline to Apply: June 23, 2024

Equal Opportunity Statement: Capitec Bank is an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.