Job Description

• The Contact Centre Manager is responsible for ensuring quality service delivery within the contact centre environment to both external and internal customers using resources in the most efficient way possible
• Provides leadership, mentoring and coaching to team members
• Management skills are essential to manage and develop staff
• Ensures continuous process improvement to enable effective operational processes
• Creates solutions to meet customer demands
• Analyses and highlights all matters affecting service delivery
• Manages the business processes for area of responsibility
• Ensures resources and materials under control are optimally utilised
• Participates in planned activities that are appropriate for own and staff development
• Manages the required resources to enable business performance and achieve business objectives
• Identifies and delivers projects to improve employee productivity