Call Centre Manager at WeBuyCars

We are looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality at our Silverlakes branch.

Duties and Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Taking on other tasks or projects to support employees, other managers, and call center operations
• Key Competencies and Skills
• Strong verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Team work
• Stress tolerance
  
  

Opportunities You Might Like:

Further requirements:

• High School Diploma or equivalent
• Fully bilingual in English and Afrikaans (other languages will be advantageous)
• More education or experience in a related field may be preferred
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Knowledge of management principles and familiarity with company products, services, and policies
• Strong coaching and leadership skills, ability to motivate employees
• Decisiveness and attention to detail
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.

Package related information:

• 15 Days Annual Leave
• Momentum FundsAtWorkProvident Fund