Contact Center Manager

Job Description:

We are looking for a dynamic and experienced Contact Center Manager to join our team at Mr Price Group in Durban, KwaZulu Natal, ZA. As a Contact Center Manager, you will be responsible for overseeing the operations of our contact center, ensuring that our customers receive top-notch service and support.

Responsibilities: 1. Develop and implement strategies to improve the overall performance of the contact center. 2. Manage a team of customer service representatives, providing guidance, training, and support as needed. 3. Monitor key performance indicators (KPIs) to ensure that goals are being met and exceeded. 4. Analyze data and trends to identify areas for improvement and implement solutions. 5. Work closely with other departments to ensure seamless communication and collaboration. 6. Handle escalated customer issues and complaints in a professional and timely manner. 7. Keep up-to-date with industry best practices and trends to drive continuous improvement.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 5 years of experience in a contact center management role. 3. Hardworking and reliable individual with excellent communication skills. 4. Strong strategic planning and analytical abilities. 5. Proven track record of driving results and improving customer satisfaction. 6. Experience working in a fast-paced, high-volume environment. 7. Proficiency in Microsoft Office and contact center software.

Benefits: 1. Profit sharing opportunities. 2. Dental insurance coverage. 3. Travel opportunities for training and conferences.

Working Environment: At Mr Price Group, we value building strong relationships with colleagues, clients, and partners. As a Contact Center Manager, you will have the opportunity to work in a collaborative and supportive environment where your contributions are valued.

Deadline to apply: 2024-07-13

Equal Opportunity Statement: Mr Price Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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