Manager à¢Â€Â“ Debtors Inbound Escalations
Cape Town, Western Cape, South Africa
Job Description
Job description
- To manage the team, ensuring that the team provide excellent customer service to customers
- Monitor performance, ensure quality and customer satisfaction. Identify areas for improvement
- Ensure adherence to company policies and delivery of consistent, high-quality service to customers
- Ensure staff are adequately trained, motivated, and equipped to perform their jobs efficiently
- Focus on helping the team build the necessary skills and knowledge so they can better support customers. Be supportive, communicative, and attentive.
- Analyse call centre data to identify trends, performance gaps and areas for improvement
- Utilise reports and metrics to track the team's performance, report to senior management, and make recommendations for process improvements.
- Collaborate with all workstreams to gather and share information with a view to improve the customer experience
- Level of Education Level of tertiary education Yes (Y)
- Grade 12
- Certificate/Diploma (Finance/Management)
- Degree
- Advantageous
- Specific degree/ qualification Essential/ Desirable
- Customer Service Certification Credit Management 3 or related qualification
- Management / Leadership Qualification
- More than 5years proven experience in a Call Centre/Collections environment
- Minimum 5years in a managerial role (Customer Service/Accounts)
- Exposure to Telecoms Industry
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Job Detail
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Job IdJD1289733
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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 LocationCape Town, Western Cape, South Africa
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EducationNot mentioned