Senior Group Manager Call Centre Operations Night Shift
Job Description
To lead the Inbound Service, Sales and Retentions Department by creating and instilling a service, sales and retentions culture in a customer centric and high-performance environment through effective management of people, metrics, and projects, with the objective of generating revenue and the retention of business.
To deliver excellence through staff performance optimization, process management, technology utilization and continuous improvement.
Own the client relationship by meeting their strategic objectives for the business unit through regular reporting and engagement sessions.
Growth and development of team.
Essential
Minimum 5 years' experience in a large contact center manager Minimum 3 years' experience in operational service, sales and/or retentions Thorough knowledge of contact center technology Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)
Preferred
Proven ability in managing a high performing environment in inbound service, sales and/or retentions Contact Centre Leadership People management Stakeholder management Report writing and report presentation
Online Retail experience
Qualifications
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Essential
Matric/Grade 12 Certificate with English and Mathematics
Preferred
Tertiary qualification in Contact Centre Management or similar Continuous Improvement E.g., Lean Six Sigma certification
Additional Information
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Job Detail
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Job IdJD1474458
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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, WC, ZA, South Africa
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EducationNot mentioned