- Sandton
- Salary: Market Related
- Job Type: Permanent
- Sectors: Call Centre Sales
- Reference: 100372
Vacancy Details
Employer: Blueion Support Services
Global Company in the ecommerce environment is looking for an experienced Call Center Manager with igaming experience to head up their 24/7 contact center based in Johannesburg.
Duties & Responsibilities
- Manage 50+ call centre staff
- Provide guidance and leadership to the CS department with a high focus on building long term customer relationships and customer loyalty
- Drive significant growth of transactions by suggesting ways to maximise revenue to meet targets
- Increase the number of products and services being utilised by active customers and maintain high quality assurance
- Review existing CRM and campaign management processes and systems to support the sales and marketing strategy
- Identify and implement Key Metrics to measure success of the Customer Success team
- Research and analyse competitors, target markets and channels as well as trends to support marketing programs and brand innovation
- Carrying out supervisory responsibilities in accordance with business policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Effective resource planning to effectively manage the productivity of VIP Hosts;
- Collecting, analysing and sharing stats, making informed suggestions on how to improve - exceed set KPI's
- Recruitment, train, monitoring, motivate staff - in order to achieve and maintain the highest level of customer service
- Effective human resource management of the department with the support and guidance of HR
Experience and qualifications
- Ability to build and manage a high-performance teams
- Experience in launching a Call Centre, as well as managing and growing a call centre
- Proven experience in the igaming environment
- Definition and measurement of strategic KPI’s for the Customer Success Department
- Excellent written, verbal and presentation skills
- Experience in training and development is an advantage
- An ability to work on multiple projects simultaneously
- Strong numerical proficiency
- Able to self-manage and run independently with initiatives
- Ability to problem solve
- Ability to work across teams, multitask
- Relevant Business Management Degree/Diploma
- 5 + years Management experience in fast paced online/ ecommerce environment
Hot Job
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