Contact Center Manager

Job Description:

We are currently seeking a passionate and energetic Contact Center Manager to join our team at MTN Group in Johannesburg, Gauteng, ZA. As a part-time Contact Center Manager at a mid-to-senior level, you will be responsible for overseeing the daily operations of our contact center, ensuring optimal performance and customer satisfaction.

Responsibilities: 1. Manage and lead a team of contact center agents to achieve key performance indicators and goals. 2. Develop and implement strategies to improve customer service and overall customer experience. 3. Monitor and analyze contact center metrics to identify trends and make strategic decisions. 4. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 5. Conduct regular trainings and performance evaluations for contact center agents. 6. Handle escalated customer inquiries and complaints in a professional and timely manner. 7. Optimize contact center processes and procedures to increase efficiency and productivity. 8. Stay updated on industry trends and best practices in contact center management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 8 years of experience in contact center management. 3. Strong leadership and communication skills. 4. Ability to present data and reports effectively to stakeholders. 5. Excellent problem-solving and decision-making abilities. 6. Proven track record of driving results and meeting performance targets. 7. Experience with contact center software and CRM systems. 8. Energetic and passionate about delivering exceptional customer service.

Benefits: - Relocation allowance for eligible candidates. - Employee discounts on company products and services. - Medical coverage for you and your family.

Working Environment: Join a company that transcends borders and promotes collaboration on a global scale. At MTN Group, you will have the opportunity to work with a diverse team of professionals from around the world, driving innovation and excellence in the telecommunications industry.

Deadline to Apply: May 25, 2024

Equal Opportunity Statement: MTN Group 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 protected status. All qualified applicants will receive consideration for employment.

How to apply:

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