Call Center Manager

Job Description:

We are looking for a dedicated and hardworking Call Center Manager to join our team at Hilton in Soweto, Gauteng, ZA. As a Call Center Manager, you will be responsible for overseeing the daily operations of the call center, managing a team of call center representatives, and ensuring excellent customer service.

Responsibilities: 1. Develop and implement strategies to improve the efficiency and effectiveness of the call center. 2. Manage and motivate a team of call center representatives to meet and exceed performance targets. 3. Monitor and analyze call center metrics to identify areas for improvement. 4. Provide training and ongoing coaching to call center representatives to ensure they have the skills and knowledge to deliver excellent customer service. 5. Implement quality assurance processes to maintain high levels of customer satisfaction. 6. Handle escalated customer calls and resolve customer complaints in a professional and timely manner. 7. Collaborate with other departments to improve overall customer experience. 8. Prepare and present reports on call center performance to senior management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 8 years of experience in a call center environment, with at least 2 years in a managerial role. 3. Strong emotional intelligence and project management skills. 4. Excellent communication and interpersonal skills. 5. Ability to work under pressure and handle multiple tasks simultaneously. 6. Proficiency in call center software and Microsoft Office applications. 7. Experience in managing remote teams is a plus.

Benefits: - Joining Bonus - Training & professional development opportunities - Profit sharing

Working Environment: At Hilton, we strive to pursue excellence in every endeavor, setting a high standard for achievement. We provide a supportive and collaborative work environment where employees are encouraged to grow and succeed.

Deadline to Apply: June 12, 2024

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

How to apply:

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