Remote Call Center Manager

Job Description:

Capitec Bank is seeking a Remote Call Center Manager to join our team in Pretoria, Gauteng, ZA. This part-time position is ideal for a candidate with 7 years of experience in a call center environment and a proven track record of success in managing teams remotely. The ideal candidate will be adaptable and resourceful, with strong soft skills in strategic planning and teamwork.

Responsibilities: 1. Manage and oversee a team of remote call center agents to ensure excellent customer service and performance. 2. Develop and implement strategies to optimize call center operations and achieve KPIs. 3. Monitor and analyze call center metrics and trends to identify areas for improvement. 4. Conduct regular performance evaluations and provide feedback and coaching to team members. 5. Collaborate with other departments to ensure alignment and consistency in customer service strategies. 6. Maintain a positive and motivating work environment for remote team members. 7. Handle escalated customer inquiries and complaints with professionalism and efficiency. 8. Stay abreast of industry trends and best practices in call center management.

Requirements: 1. 7 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role. 2. Proven ability to manage remote teams and drive performance. 3. Strong analytical and problem-solving skills. 4. Excellent communication and interpersonal skills. 5. Ability to multitask and prioritize in a fast-paced environment. 6. Bachelor's degree in Business Administration or related field preferred. 7. Certification in call center management or related field is a plus.

Benefits: 1. Relocation allowance for eligible candidates. 2. Company-provided transportation for work-related travel. 3. Medical coverage for employees and their dependents.

Working Environment: At Capitec Bank, we leverage data to inform decisions and drive strategic initiatives. Our remote call center manager will have access to the latest tools and resources to support their team and achieve success.

Equal Opportunity Statement: Capitec Bank is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, national origin, age, marital status, disability, or any other protected status. We believe in creating a diverse and inclusive work environment where all employees can thrive.

Deadline to Apply: June 26, 2024.

How to apply:

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