Contact Center Manager

Contact Center Manager Job Description:

Sasfin Bank is seeking a reliable and dedicated Contact Center Manager to join our team in Soweto, Gauteng, ZA. As a part-time role at the Associate level, the ideal candidate will have at least 5 years of experience in a contact center or customer service management role.

Responsibilities: 1. Manage and oversee all aspects of the contact center operations, including staff management, performance monitoring, and quality assurance. 2. Develop and implement contact center policies, procedures, and systems to ensure efficient and effective operations. 3. Train and mentor contact center staff to provide excellent customer service and meet performance targets. 4. Analyze data and reports to identify trends, issues, and opportunities for improvement in contact center performance. 5. Collaborate with other departments to resolve customer complaints and escalate issues as needed. 6. Monitor and evaluate contact center metrics to drive performance improvements and meet KPIs. 7. Develop and implement strategies to increase customer satisfaction and retention. 8. Stay up-to-date on industry best practices and technological advancements to continuously improve contact center operations.

Requirements: 1. Bachelor's degree in Business Administration or related field preferred. 2. Proven experience in contact center or customer service management role. 3. Strong leadership and communication skills. 4. Excellent planning and analysis abilities. 5. Ability to work well under pressure and manage multiple priorities. 6. Knowledge of contact center technologies and tools. 7. Familiarity with call center performance metrics and reporting. 8. Proficiency in Microsoft Office suite.

Benefits: 1. Company transportation. 2. Paid sick leave. 3. Life insurance. 4. Opportunities for professional growth and development.

Working Environment: At Sasfin Bank, you will be part of a team that leads the industry through cutting-edge ideas and solutions. We foster a collaborative and inclusive work environment where innovation and creativity are celebrated.

Equal Opportunity Statement: Sasfin Bank is an equal opportunity employer and is committed to promoting a diverse and inclusive workplace. We welcome all qualified applicants, regardless of race, ethnicity, gender, age, religion, disability, or sexual orientation, to apply for this position.

Deadline to Apply: May 18, 2024

If you meet the requirements and are looking for an exciting opportunity to grow in the banking industry, we encourage you to apply for the Contact Center Manager position at Sasfin Bank today.

How to apply:

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