Quantanite is a Customer Experience and Digital Outsourcing solutions provider for the world's fastest growing companies.
The company delivers customer experience management services, back-office services, and digital content services, and provides sales enablement and demand generation services through its sister brand Growthonics. Founded in 2014 and head...
Responsible for a portion of our call centre operations in Johannesburg, South Africa
Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations
Work closely together with the sales organisation to on-board new clients
Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning
Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth
Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies
Manage and oversee overall performance and service level agreement
Requirements
Have 3+ years working experience of leading customer care service teams
Proven and successful ability to lead call center agents towards growth
Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
Desire to build career in one organisation for the next 3+ years
Outstanding communication and negotiation skills
A person of high integrity, honest, straight-forward and transparent
A Bachelor's degree is desirable
Project management and/or training experience is desirable
Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
Highly proficient with ERP software and other applicable tools such as CRM
Good experience in call center platforms
Competencies
Professional, emotionally mature and ethical
Strong, proactive, service mindset and customer focused
Strong interpersonal skills and ability to work well with a broad range of personality styles and types
High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
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