Contact Center Operations Manager
Job Description
First-level manager responsible for the performance, coaching, and development of a team of agents .
Tasks
Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching. * Handle and de-escalate calls from highly frustrated or challenging customers. * Conduct regular 1:1 performance reviews and create development plans for team members. * Ensure team adherence to schedules (Adherence) and quality standards (QA Score). * Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review. * Manage scheduling, sick leave and other administrative tasks for the team.
Requirements
*2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.
- Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.
- Skills: Strong leadership, motivational, conflict resolution and data analysis skills.
Skills Required
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Job Detail
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Job IdJD1610567
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationPretoria, Gauteng, South Africa
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EducationNot mentioned