About the role
Responsibilities
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
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 Passion for customer service! Stay calm under pressure!