Call Centre Manager at Ignition Group

The Role:

• With deep roots in South Africa, our teams are delivering technology solutions to some of the largest brands across the globe enabling both consumers and business to gain competitive advantage!
• We are looking for an energetic and experienced Contact Centre Manager to join our Services teams.
• Please note that only applicants who have been in a Call Centre Manager position within a BPO, will be considered for this role.

The Detail:

• As a Contact Centre Manager at the Ignition Group, you will be responsible for managing and directing the operations within the contact centre.
• The primary goal of this position is to ensure that quality experience is provided to customers through all communication channels (telephone and online) and to mentor and provide leadership to a group of Contact Centre Campaign and Team Leads.
• We operate both domestically and internationally.

Skills:

• Demonstrate the ability to plan and organise.
• Ability to develop and nurture improved performance across sales and/or service.
• Excellent communication and stakeholder engagement skills.
• Excellent telephone manner with a clear speaking voice.
• Familiar with CRM systems and practices.
• Ability to work under pressure and meet deadlines.
• Ability to manage conflict using a solution-focused approach.

Job Requirements

• At least 6 years inbound, or outbound contact centre experience.
• At least 4 years Contact Centre Manager experience.
• Proven experience managing a team of Contact Centre Campaign and Team Leads.
• Experience in a customer service, campaign in contact centre environment required.
• Demonstrable experience working with the MS office suite, including MS excel and MS word.