Customer Service Manager at Hello Group

Minimum Requirements

• Grade 12/Matric
• Degree/Diploma in Business Admin or Customer service-related field
• Min 2 years of working experience in call centre management
• Proficient in customer service tools and systems
• CRM software knowledge (advantageous)
• Strong leadership and team management capabilities, with a track record of motivating and developing staff.
• Excellent communication, problem-solving, and conflict-resolution skills.

Duties and Responsibilities

Team Leadership & Development

• Lead the recruitment, onboarding, and training of new customer service consultants.
• Inspire and motivate team members to consistently deliver top-quality service.
• Conduct performance reviews, provide constructive feedback, and create tailored development plans to improve skills and productivity.

Operations Management

• Oversee all call centre operations, including call routing (inbound and outbound), staff scheduling, and real-time monitoring of performance metrics, making necessary adjustments to achieve KPIs.
• Develop and implement processes to improve efficiency, streamline ticket management, and optimize the customer experience.
• Analyse call centre data and metrics to spot trends, identify improvement areas, and seize opportunities for enhanced performance.
• Resolve escalated customer issues, ensuring timely, professional, and effective resolutions

Quality Assurance & Compliance

• Establish and monitor key performance indicators (KPIs) to ensure consistent, high-quality service.
• Implement quality assurance measures such as call monitoring, feedback sessions, and regular customer satisfaction surveys.
• Maintain compliance with industry standards, regulations, and company policies, ensuring best practices are adhered to.

Data Analysis & Reporting

• Track and analyse call centre performance data, generating weekly and monthly reports for senior management with insights and improvement recommendations.

Training & Continuous Improvement

• Design and deliver ongoing training to boost consultants’ skills, product knowledge, and customer service expertise.
• Keep updated on industry trends and best practices to refine and improve call centre operations.
• Foster a positive, team-oriented work environment that values innovation, and continuous learning, and aligns with Hello Group’s core values.

Special Projects & Initiatives

• Support outbound campaigns and special projects as assigned.
• Undertake ad hoc tasks within the scope of work as needed.