Call Center Manager at Pioneer Group

Call Center Manager 

Pioneer Group has an exciting new opening for a Call Centre Manager and would like all candidates which have the below quality characteristics to apply for this opportunity. The successful candidate will become part of a diverse company who assist’s its citizens to enjoy financial freedom.

Below are the responsibilities & requirements for the successful candidate :

• Develop objectives for the call centre’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyse call-centre statistics (sales rates, leads costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Accountable for the overall performance of the Contact Centre ensuring all service level agreements are met/exceeded
• Ensure appropriate procedures are in place to achieve agreed targets including performance management, employee bonus schemes and quality assessments
• Ensure effective people management in place covering recruitment, training, development, and succession planning
• To make sure that all internal policies and procedures are consistently and accurately applied and adhered to
• Track long term sales data
• Monitor and assist with customer retention
• Prepares call centre performance reports by collecting, analysing, and summarizing data and trends
• Compile monthly reports to senior management and presented plans to ensure targets are achieved

Requirements:

• Proven experience as call centre manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Matric and or a Higher degree in a relevant discipline will be appreciated
• Certified Call Centre Manager or equivalent qualification is a plus
• 5-10 years' experience in a Sales call centre environment
• 3-5 years of Call Centre Managerial experience
• Must have previous knowledge of Local Call Centre operations and functions, as well as business processes within a Sales campaign
• Highly developed interpersonal and people management skills, including ability to interact with and influence people at all levels
• Strong customer focus and a good telephone manner
• A desire to help others work towards targets and develop their skills
• Understanding of the KPIs
• Excellent problem solving and analytical skills
• Debt Review Knowledge would be advantageous

Knowledge, Skills and Behaviours:

• Leadership
• Conflict Management
• Decision-Making
• People Management
• Reporting Skills
• Deadline-Oriented
• Budget Development
• Critical Thinking and Problem-Solving Skills
• Planning and Organizing
• Communication Skills
• Persuasiveness
• Influencing and Leading
• Delegation
• Teamwork
• Negotiation
• Adaptability
• Stress Tolerance