18 center manager Jobs and Work in brooklyn gauteng

Call Center Manager
Afrirent (Pty) Ltd —Centurion, Gauteng
- From R60 000 a month
- Full-time
Quick Apply
Security Operations Center Manager
Liquid Tech (Pty) Ltd. —Midrand, Gauteng
- Full-time
6d
CHAMBER MANAGER
Construction Education & Training Authority —Midrand, Gauteng
- Part-time
7d
Store Manager Kolonnade Retail Park, Pretoria
Mr Price Group —Pretoria, Gauteng
2d
Operations Manager (Irene Village Mall)
Broll Property Group —Centurion, Gauteng
1d
Lead Associate – Ops
WNS Global Services —Centurion, Gauteng
- Full-time
Quick Apply
Senior Group Manager - Operations
WNS Global Services —Centurion, Gauteng
- Full-time
- Remote
Quick Apply
13d
INFRASTRUCTURE ENGINEER ICT OPERATIONS DEPARTMENT
Financial Sector Conduct Authority —Pretoria, Gauteng
- Full-time
14h
Deputy Manager - RPA
WNS Global Services —Centurion, Gauteng
- Part-time
Quick Apply
RETAIL OPERATIONS TEAM LEADER
WNS Global Services —Centurion, Gauteng
- Full-time
Quick Apply
Compliance Specialist in Property Facilities Management – 12 Month Fixed Term Contract
The Focus Group —Pretoria, Gauteng
Associate Director, GIS
AECOM —Centurion, Gauteng
- Full-time
Distribution and Logistics Service Provider Business Partner South Africa & SAC CP
Bayer —Midrand, Gauteng
10d
Principal GIS Specialist
AECOM —Centurion, Gauteng
- Full-time
Outbound Customer Service Retention Agent Level 2
Fidelity Services Group —Midrand, Gauteng
5d
Salesforce CRM Project Manager
WNS Global Services —Centurion, Gauteng
- Full-time
Quick Apply
BIM Modeller - Mechanical, Data Center
AECOM —Centurion, Gauteng
- Full-time
Principal Engineer - Mechanical, Data Centers
AECOM —Centurion, Gauteng
- Full-time

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Call Center Manager

Afrirent (Pty) Ltd -
Centurion, Gauteng

Quick Apply

Job Details

Permanent | Full-time
From R60 000 a month

Full Job Description

Afrirent (Pty) Ltd is looking for a Call Center Manager to lead, manage, plan and implement an effective call centre strategy and manage the call centre and the team to ensure that customers’ needs are handled professionally and resolve inbound and outbound customer queries seamlessly and in the most cost-effective manner. The role is also responsible for developing and maintaining policies, standard operating procedures, systems and processes, analysing call centre data and metrics and improving the overall call centre operations in order to provide a high-quality service to all customers being supported by the call centre.

DUTIES AND RESPONSIBILITIES

Strategy Development and Implementation

Develops the call centre strategy in alignment with Afrirent’s overall strategy, business objectives and targets
Monitors competitor activity, fleet demand and market demand
Drafts, maintains and implements the call centre policies, procedures and processes
Conducts research to stay abreast of call centre technologies, systems and industry regulations
Identifies and makes recommendations for improvements and enhancements to improve the overall customer experience
Identifies potential risks and compliance requirements and monitors adherence
Monitors, manages and tracks the achievement of key performance indicators and revenue targets
Identifies best practice trends and opportunities to enhance existing policies, processes and procedures
Monitors adherence to service level agreements (SLA’s) with customers, suppliers and subcontractors
Communicates and coordinates temporary / ad hoc changes to SLA’s
Identifies and creates new reports and reporting templates

Customer Service Management

Manages the maintenance and call centre daily operations and oversees that all standard operating procedures are adhered to
Sets and monitors the achievement of targets and addresses areas of concern
Monitors the levels of call handling efficiencies by ensuring that called are responded to promptly and according existing, approved protocols
Manages and oversees the call centre to ensure that:
Vehicles are maintained
Routine repairs and maintenance are scheduled and carried out
Service notifications are delivered timeously
Maintenance and repairs reconciliations are conducted
Authorises maintenance requests
Monitors the achievement of results and develops action plans to address issues identified and to improve results
Monitors and reports on the achievement of call and email response times against agreed targets
Monitors and reports on the achievement of internal and external SLA targets
Addresses areas of concerns and puts plans in place to ensure compliance with SLA's
Attends to escalated matters, queries or complaints from customers
Provides guidance and feedback to the business regarding customer care related matters
Identifies customer trends e.g. recurring complaints and queries
Oversees the process to ensure that maintenance rebill authorisations are finalised / signed by the client so that funds can be recouped by Afrirent
Monitors customer satisfaction feedback and levels and makes recommendations for enhancements
Supervises SLA’s with internal and external clients

Administration and Reporting

Compiles and submits reports on proposed maintenance of vehicles and the costs thereof
Collects and analyses data and statistics to identify gaps and trends, and makes recommendations for improvements in the call centre
Submits reports on targets achieved, changes implemented and recommended improvements
Provides feedback and recommendations on identified issues and improvements
Identifies and implements innovative and proactive solutions to improve the call centre processes
Investigates and reports findings and recommends preventative measures to internal stakeholders
Implements effective quality control measures, including call monitoring and feedback mechanisms, in order to maintain high levels of service standards

Stakeholder Management

Builds effective relationships and communication channels with internal stakeholders
Manages and maintains key partnerships in order to create opportunities for service enhancements and the creation of business value
Manages SLA’s with internal and external clients, suppliers, subcontractors and customers
Provides assistance with rates as requested for tender submissions
Collaborates closely with all relevant departments to promote and ensure a positive customer experience

International Organisation for Standardisation (ISO) Audit Compliance

Achieves an average of 80% compliance on both internal and external International Organisation for Standardisation (ISO) audits conducted

Budget Management

Develops the annual Departmental budget
Monitors expenditure in line with the approved budget and contracts / service level agreements on an on-going basis
Ensures strict adherence to the approved budget

People Management

Manages the unit in line with company policies
Fosters a suitable and supportive environment conducive to staff development and the achievement of departmental objectives
Implements staff development and training to achieve the unit and organisational objectives
Implements performance management and monitors the performance of staff

EDUCATION AND EXPERIENCE

Minimum

Diploma (NQF level 6) in Marketing / Business / Commerce / Management Studies

Experience

Minimum

5 years’ experience in a call centre / customer service environment
2 years’ team leader / supervisory experience

Ideal

Fleet industry experience will be advantageous

Kindly note that the salary starts from R60 000 CTC and is subject for negotiation with the successful candidate.

Pay: From R60 000,00 per month

Work Location: In person

Quick Apply

Refine Your Search

center manager jobs in brooklyn gauteng

Call Center Manager

Security Operations Center Manager

CHAMBER MANAGER

Store Manager Kolonnade Retail Park, Pretoria

Operations Manager (Irene Village Mall)

Lead Associate – Ops

Senior Group Manager - Operations

INFRASTRUCTURE ENGINEER ICT OPERATIONS DEPARTMENT

Deputy Manager - RPA

RETAIL OPERATIONS TEAM LEADER

Compliance Specialist in Property Facilities Management – 12 Month Fixed Term Contract

Associate Director, GIS

Distribution and Logistics Service Provider Business Partner South Africa & SAC CP

Principal GIS Specialist

Outbound Customer Service Retention Agent Level 2

Salesforce CRM Project Manager

BIM Modeller - Mechanical, Data Center

Principal Engineer - Mechanical, Data Centers

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