Call Centre Manager

Leverage supplier and call centre capabilities to meet operational and quality requirements.
• Ensure all call centre services and operations adhere to company standards.
• Evaluate the impact of first, second, and third level assistance on customers and ensure that their needs are met or satisfied.
• Generate a calendar of technical training courses to ensure all call centre staff can access accurate, updated technical information.
• Lead coordinated initiatives with the call centre development department to ensure that operations align with services and internal workflows.
• Identify potential areas for improvement and prepare periodic reports on the call centre’s performance.
• Develop change management strategies that minimise the business impact of call centre operations.
• Collaborate with knowledge management to update and manage reference materials, manuals, and call centre service FAQs.
• Measure the level of customer satisfaction by using appropriate tools and methodologies for the customer’s voice.
• Aid, the line manager with any additional responsibilities or job functions.