Job Description

Call Centre Team Leader

Location: Observatory, Cape Town

Salary: R18, 000 per month

Hours: 8:30 am - 5:00 pm ; in-office position

Company Overview:

We are an innovative, contemporary, and dynamic Real Estate Brokerage located in Cape Town. With a yearly turnover exceeding R2.8 Billion, we aim to be the forefront brokerage brand globally, driven by professionalism, forward-thinking, and results.

Key Responsibilities:

-Oversee the day-to-day operations of the outbound and inbound call centres.

-Develop and implement strategies to improve call centre performance and achieve key performance indicators (KPIs).

-Manage, train, and mentor call centre staff to ensure high levels of customer service and operational efficiency.

-Monitor call centre metrics and prepare regular performance reports for senior management.

-Handle escalated customer issues and provide effective resolutions.

-Collaborate with other departments to ensure a seamless customer experience.

-Implement and maintain call centre technology and software to optimise operations.

-Ensure compliance with company policies, industry regulations, and quality standards,.

-Stay Abreast with the latest programs in the industry program

-Conduct regular team meetings and performance reviews.

- Recruit and train call centre staff

Requirements:

-Minimum of 2-5+ years of experience in a call centre management role.

-Proven track record of successfully managing outbound and inbound call centre teams.

-Strong leadership and team-building skills.

-Excellent communication and interpersonal skills.

-Proficiency in call centre software and technology.

-Ability to analyse data and make informed decisions to drive performance.

-Strong problem-solving skills and ability to handle high-pressure situations.

-Flexibility to work in a fast-paced and dynamic environment.

-IT skills are essential for managing call centre systems and tools.

-Own Laptop & Transport

Plus points:

-Dialfire software experience

-HubSpot CRM experience

-Looker Studio experience

Why Join Us:

Joining our team means being part of a supportive and innovative environment where your ideas are valued. You'll have the chance to work on exciting projects and grow both personally and professionally. If you're looking for a challenging yet rewarding opportunity, we want to hear from you.

How to Apply:

Interested candidates should submit their CV, cover letter, and professional photograph. Shortlisted candidates will be contacted within 72 hours.

Job Types: Full-time, Permanent

Pay: R18000,00 per month

Work Location: In person