Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback initiatives as needed Operations Management Monitor call centre metrics and key performance indicators (KPIs) agreements (SLAs) are met Implement and optimize call centre processes and procedures to improve efficiency contact centres Proven ability to work independently and efficiently manage a contact centre 7 years years of management experience in a contact centre environment (Operations) Bachelor's degree / Diploma in
reasonably assigned to you. Managing inbound and outbound calls within the Service Level Agreement (SLA) documented processes and procedures and ensuring First Call Resolution (FCR) Escalating cases to other departments essential 12 months Contact Centre and / or Client Services experience. Contact Centre qualification (Advantageous)
reasonably assigned to you. Managing inbound and outbound calls within the Service Level Agreement (SLA) documented processes and procedures and ensuring First Call Resolution (FCR) Escalating cases to other departments essential 12 months Contact Centre and / or Client Services experience. Contact Centre qualification (Advantageous)
email interactions, social media posts, inbound/outbound calls, and walk-in escalations. Support Desk
Tracker wants to act on all cancellation calls/e-mails received, with the focus on retaining the customer agreements and standards. Acting on all incoming calls within the SLA. Action e-mail requests received retention request. Effective utilization of the Call rating system. Demonstrate excellent knowledge of full qualifications advantage Previous contact Centre experience in a sales or retention environment background. 3-4 years working experience in a Contact Centre. Certificate in Customer Services will be an advantage
Tracker wants to act on all cancellation calls/e-mails received, with the focus on retaining the customer agreements and standards. Acting on all incoming calls within the SLA. Action e-mail requests received retention request. Effective utilization of the Call rating system. Demonstrate excellent knowledge of full qualifications advantage Previous contact Centre experience in a sales or retention environment background. 3-4 years working experience in a Contact Centre. Certificate in Customer Services will be an advantage
to completion Setup of system for the conference call required by the client Accuracy in ensuring the lead on assigned conferences calls Scanning active conferences Answer any calls throughout the day including Relation calls Transferring Clients to their calls Being lead operator on any Investor Relation call Responsible
to completion Setup of system for the conference call required by the client Accuracy in ensuring the lead on assigned conferences calls Scanning active conferences Answer any calls throughout the day including Relation calls Transferring Clients to their calls Being lead operator on any Investor Relation call Responsible
bookings. Overseeing and managing the service Centre's scheduling and workflow. Informing customers of has previously worked for an aftermarket service centres such as BOSCH, e-Car, Car Service City, CARtime