Call Centre Manager, Alberton, East Rand. A Security manufacturing Company is looking for a Call Centre Manager to start ASAP. The successful incumbent will be responsible for Call Centre, Aftersales, Customer Service with ISO management.

Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Manage call center processes by developing customer interaction and voice response systems, and voice networks; designing user interfaces; planning and controlling implementations.

Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues. Monitoring random calls to improve quality minimize errors and track operative performance.

Manage the Closing Rate and Performance Report to be sent out daily. Manage the daily capturing and distribution of leads nationally. Manage the follow up reporting on all leads issued within 24hrs. Attend to all complaints that have been handed over nationally and ensure the customer has been assisted accordingly. Manage return products to be checked in and out of return room. Manage the administration and processing of In and out of warranty.

Should you meet the above requirement, please forward your CV to : hr@maxidor.co.za