Call Centre Manager

at  JD Group

JOB TITLE: CALL CENTRE MANAGER

We are seeking a competent and experienced Call Centre Manager to oversee our call centre operations. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring efficient and effective call centre operations, and delivering exceptional customer service experiences.

REQUIREMENTS:

• 5 years’ experience in a Call Centre Management or similar position in a customer service environment.
• Excellent knowledge of management methods and techniques.
• Proficiency in relevant software applications (e.g., call center management software, CRM systems).
• Experience in social Media platforms.
• Strong leadership and decision-making skills.
• Exceptional communication and interpersonal skills.
• Ability to multitask and work under pressure.
• Bachelor’s degree in Business Administration or a related field (preferred).

• Manage and oversee the daily operations of the call centre.
• Develop and implement policies and procedures to ensure consistent service delivery.
• Monitor performance metrics such as call waiting times, call volume, and customer satisfaction rates.
• Set objectives and key performance indicators (KPIs) for the call centre team.
• Coach, mentor, and develop team members to enhance their skills and performance.
• Conduct regular performance evaluations and provide feedback for improvement.
• Handle escalated customer complaints and issues according to the SLA.
• Collaborate with other departments to improve overall customer experience.
• Prepare reports and analyse call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency.
• Build and maintain relationships with JD business stakeholders
• Provide input on the continuous improvements of the call centre process, standards or policies.
• Ensure service reporting is produced in a timely manner and aligned to the agreed communications plan.
• Stay updated on industry trends and best practices in call centre management.