Our client based in Century City, Cape Town, is  seeking an experienced and detail-oriented Call Centre O...

JOB INDEX - 5 months ago - Job Mail

5 months ago

Call Centre Operations Coordinator

Our client based in Century City, Cape Town, is  seeking an experienced and detail-oriented Call Centre Operations Coordinator to join their team.

About the company

As a global leader in contact center solutions, the company maintains meticulously high standards for customer care. Their  company ethos embraces quality in every interaction to achieve high performance and ambitious goals. 

Positivity runs through the core of this business and how they communicate. It is their culture of positivity that shapes how they treat their employees.

Their company culture empowers their agents to provide the very best customer experience, supported by ongoing training and education.

When you join their team, you become a part of something bigger. From the service they deliver to the projects they work on, they are creating positive change – for people, clients, and the communities they work and live in. As part of their team, you’ll be inspired to innovate, you’ll learn and you’ll grow and excel at everything you do.

Job Description

The  Operations Coordinator will play a pivotal role in ensuring the smooth and efficient functioning of daily operations within the call center. The ideal candidate should possess strong organizational skills, excellent communication abilities, and a proactive approach to problem-solving. This role requires the 

ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.

Responsibilities

  • Coordinate and oversee day-to-day operational activities within the call center.
  • Monitor call queues, agent performance, and call volume to ensure optimal resource allocation and adherence to service level agreements.
  • Collaborate with team leads and supervisors to create and maintain staff schedules, ensuring adequate coverage during peak call time.
  • Conduct regular performance reviews and provide feedback to call center supervisors, identifying areas for improvement and suggesting training initiatives.
  • Manage and maintain call center technologies, including phone systems, CRM software, and other relevant tools.
  • Generate reports and analyze call center data to identify trends, operational bottlenecks, and areas for improvement.
  • Handle escalated customer and client inquiries or issues, ensuring swift resolution and maintaining a high level of customer satisfaction.
  • Enforce call center policies and procedures, and best practices to enhance operational efficiency.
  • Collaborate with cross-functional teams to optimize processes, improve service quality, and streamline workflows.
  • Assist in recruitment, training, and onboarding of the new call center staff.
  • Act as point of contact for internal and external stakeholders, addressing inquiries, providing updates, and managing expectations.

Requirements:  

  • Minimum of 3 years of experience in a contact centre environment with at least 2 years of supervisory experience.
  • Strong knowledge of call center operations, industry best practices, and technology solutions.
  • Excellent communication, leadership, and interpersonal skills.
  • Analytical mindset with the ability to interpret and utilize data for decision-making.
  • Demonstrated knowledge of computer basics including advanced Microsoft Excel and PowerPoint.
  • Proficiency in using call center software and tools.
  • Exceptional problem-solving and conflict-resolution abilities.
  • Flexibility to work in a dynamic and fast-paced environment.
  • Customer-focused mindset and commitment to delivering high-quality service

Salary:

R19 100 basic salary PM + Benefits

Please note that only experienced candidates with the above-mentioned requirements will be considered and contacted.

Apply now!

Visit our website for more opportunities: www.sydsenrecruit.com

SYDSEN RECRUIT