Global Company in the ecommerce environment is looking for an experienced Call Center Manager with igaming experience to head up their 24/7 contact center based in Johannesburg.
Duties & Responsibilities
- Manage 50+ call centre staff
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Provide guidance and leadership to the CS department with a high focus on building long term customer relationships and customer loyalty
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Drive significant growth of transactions by suggesting ways to maximise revenue to meet targets
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Increase the number of products and services being utilised by active customers and maintain high quality assurance
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Review existing CRM and campaign management processes and systems to support the sales and marketing strategy
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Identify and implement Key Metrics to measure success of the Customer Success team
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Research and analyse competitors, target markets and channels as well as trends to support marketing programs and brand innovation
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Carrying out supervisory responsibilities in accordance with business policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
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Effective resource planning to effectively manage the productivity of VIP Hosts;
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Collecting, analysing and sharing stats, making informed suggestions on how to improve - exceed set KPI's
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Recruitment, train, monitoring, motivate staff - in order to achieve and maintain the highest level of customer service
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Effective human resource management of the department with the support and guidance of HR
Experience and qualifications
- Ability to build and manage a high-performance teams
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Experience in launching a Call Centre, as well as managing and growing a call centre
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Proven experience in the igaming environment
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Definition and measurement of strategic KPI’s for the Customer Success Department
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Excellent written, verbal and presentation skills
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Experience in training and development is an advantage
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An ability to work on multiple projects simultaneously
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Strong numerical proficiency
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Able to self-manage and run independently with initiatives
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Ability to problem solve
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Ability to work across teams, multitask
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Relevant Business Management Degree/Diploma
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5 + years Management experience in fast paced online/ ecommerce environment
