IGrow Wealth Investments, South Africa’s #1 Property Investment Company, is looking for a Call Centre Manager to join their team in Cape Town.

1. Operational Management

Oversee Daily Operations: Ensure the smooth running of the call centre operations, handling inbound and outbound calls efficiently.
Resource Allocation: Manage and allocate resources to meet call volumes and maintain service levels.
Capacity vs Actual Resources and tools
Strats calendar vs bookings
Performance Metrics: Monitor and analyze performance metrics, such as call wait times, resolution rates, and customer satisfaction scores.

2. Team Leadership

Team Management: Lead and supervise a team of call centre agents, providing guidance, support, and feedback.
Recruitment and Training: Oversee the recruitment, training, and development of new and existing staff.
Motivation and Engagement: Foster a positive work environment and motivate the team to achieve their targets.
Liaise with team leaders - Rentals and sales etc

3. Customer Service Excellence

Customer Interaction: Ensure that all customer interactions are handled professionally, efficiently, and in line with company policies. (rentals vs sales - documented process and policy to be signed by users)
3CX Wall board for inbound call management
Issue Resolution: Address and resolve escalated customer issues and complaints promptly.
- Customer complaints, issues currently sent to:FB,

Apply Now

Share this job with someone you think should apply!