Call Center Manager

Job Description:

Sanlam is seeking a Call Center Manager to join our team in Johannesburg, Gauteng, ZA. As a Mid-to-Senior Level position, the ideal candidate will have at least 7 years of experience in call center operations.

Responsibilities: 1. Oversee and manage the daily operations of the call center, ensuring smooth functioning and efficient customer service delivery. 2. Develop and implement call center policies, procedures, and processes to enhance productivity and customer satisfaction. 3. Monitor and evaluate call center performance metrics, such as call volume, call response time, and customer satisfaction scores. 4. Train, coach, and mentor call center staff to improve their skills and performance. 5. Handle escalated customer complaints and issues, ensuring timely resolution. 6. Collaborate with other departments to address customer inquiries and provide seamless service. 7. Implement strategies to improve call center efficiency, productivity, and employee engagement.

Requirements: 1. 7+ years of experience in call center management or related field. 2. Hardworking and adaptable personality traits. 3. Strong critical thinking and persuasion skills. 4. Excellent communication and leadership abilities. 5. Proven track record of driving results and achieving targets. 6. Knowledge of call center technologies and best practices. 7. Bachelor's degree in business or related field (preferred).

Benefits: 1. Dental insurance 2. Travel & spending expenses 3. Paid Time Off (PTO)

Working Environment: At Sanlam, we leverage data to inform decisions and drive strategic initiatives. The Call Center Manager will have access to cutting-edge technology and tools to optimize call center performance and customer satisfaction.

Deadline to apply: June 1, 2024

Equal Opportunity Statement: Sanlam is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. All qualified applicants will receive consideration for employment without regard to these factors.

How to apply:

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