Online Contact Center Manager

Job Description:

MTN Group is seeking a dynamic and experienced Online Contact Center Manager to join our team in Cape Town, Western Cape, ZA. As a part-time Mid-to-Senior Level position, you will be responsible for overseeing the daily operations of our online customer contact center, ensuring the highest level of customer satisfaction and service delivery.

Responsibilities: 1. Manage a team of online customer service representatives, providing leadership, guidance, and training as needed. 2. Develop and implement strategies to improve the efficiency and effectiveness of the contact center operations. 3. Monitor and analyze customer feedback and data to identify trends and areas for improvement. 4. Collaborate with other departments to ensure a seamless customer experience across all channels. 5. Oversee the implementation of new technologies and tools to enhance the online customer service experience. 6. Conduct regular performance evaluations and provide feedback to team members to help them grow and develop professionally. 7. Maintain a strong focus on quality control and ensure that all interactions comply with company policies and procedures. 8. Stay up-to-date on industry trends and best practices in online customer service to drive continuous improvement.

Requirements: 1. Minimum of 6 years of experience in a customer service or contact center management role. 2. Energetic and dedicated personality with a strong work ethic. 3. Demonstrated attention to detail and excellent project management skills. 4. Strong communication and interpersonal skills. 5. Ability to work effectively in a fast-paced and dynamic environment. 6. Proficiency in MS Office and online customer service platforms. 7. Bachelor's degree in Business Administration or a related field is preferred but not required.

Benefits: - Profit sharing opportunities - Paid sick leave - Visa sponsorship for eligible candidates

Working Environment: As an Online Contact Center Manager at MTN Group, you will have the opportunity to collaborate with colleagues from around the world, fostering a global village mentality that encourages diversity and innovation.

Deadline to Apply: Interested candidates should apply by May 11, 2024.

Equal Opportunity Statement: MTN Group is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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