Call Center Manager

Job Description:

Capitec Bank is seeking a dynamic and experienced Call Center Manager to join our team in Johannesburg, Gauteng. As a part-time Associate Level position, the Call Center Manager will be responsible for managing and overseeing the daily operations of our call center, ensuring exceptional customer service is provided to all clients.

Responsibilities: 1. Manage and supervise a team of call center agents, providing guidance, support, and feedback to ensure high levels of performance and productivity. 2. Develop and implement call center policies and procedures to improve efficiency and effectiveness. 3. Monitor call center metrics, analyze data, and generate reports to identify trends and areas for improvement. 4. Handle escalated customer complaints and issues, ensuring timely resolution and customer satisfaction. 5. Conduct regular performance evaluations and provide ongoing training and development opportunities for call center staff. 6. Collaborate with other departments to ensure seamless communication and coordination across the organization. 7. Implement strategies to enhance customer experience and drive customer retention. 8. Stay informed about industry trends and best practices in call center management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 5 years of experience in call center management. 3. Strong communication, leadership, and interpersonal skills. 4. Proven track record of achieving targets and KPIs in a call center environment. 5. Ability to adapt to changing priorities and work well under pressure. 6. Excellent analytical and problem-solving abilities. 7. People management skills and the ability to motivate and inspire a team. 8. Proficiency in MS Office applications and call center technologies. 9. Reliable and able to work independently.

Personality Traits: Adaptable, reliable Soft Skills: Analysis, people management

Benefits: 1. Dental insurance 2. Free accommodation 3. Employee discounts

Working Environment: At Capitec Bank, we prioritize understanding and empathy in all interactions with our customers and colleagues. We believe in creating a positive and supportive work environment that fosters growth and development.

Equal Opportunity Statement: Capitec Bank is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other characteristic protected by law. All qualified individuals are encouraged to apply.

Deadline to Apply: July 5, 2024

How to apply:

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