ReWorks SolutionsCall Centre Manager
Call Centre Manager
Location: Remote
Employment Type: Full-Time (US hrs - 9am-5pm EST)
Salary: South African Rand (ZAR)
Key Responsibilities:
Lead, mentor, and manage the call center team to achieve individual and team performance goals.
Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
Conduct regular training sessions to improve agent skills and ensure adherence to company policies and best practices.
Collaborate with management to forecast call center needs and optimize staffing levels.
Address escalated customer issues and provide solutions in a timely manner.
Promote a positive and engaging work environment that fosters team collaboration and morale.
Bachelor's degree in Business Administration, Management, or a related field.
A minimum of 5 years of experience in call center management or a similar role.
Strong knowledge of call center software and tools, as well as CRM and VoIP systems.
Exceptional leadership, communication, and interpersonal skills.
Ability to analyze performance data and implement improvement strategies.
Strong problem-solving skills and the ability to manage multiple tasks effectively.
Commitment to delivering outstanding customer service and driving team success.
- Comfortable working U.S. hours
- Remote work from home
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