Call Centre Manager-Just Gym

🗏Job Type

Full Time

Planet Fitness Head Office has a opportunity for a Call Centre Manager to join their Head Office team in Illovo


To manage the training for call centre /Outbound team from an operational perspective and to liaise with the CFD on a day to day basis on rapid resolution to issues as and when they arise. To monitor and improve CSR performance in every aspect. To be proficient in all standard office applications.

Inbound/ Outbound calls / Ensure the smooth daily operations of the Inbound/ outbound department

Ensure that promotional/ special calls are made
Ensure courtesy calls are made as per requirements
Ensure all staff have received the required training
Monitor and update staff where new training or developments are required
Continual supervision of the call centre
Ensure that the call centre remains a productive through ensuring the correct atmosphere is maintained within the call centre.
Manage costs associated with consumables usage

Ensure all calls are properly recorded and stored through the desktop application as well as through the voice logger.
Listen to and mark calls on a daily basis to ensure quality service is rendered.
Development / Develop and ensure all relevant personal are trained

Train and develop all call centre agents and CSR’s to ensure product knowledge is maintained at the highest standard
Hold 1on 1 meetings on the floor or where required to assist and develop staff in any area they may require
Identify areas of training and ensuring guidance and assistance in this regard
Where continual areas of concern are identified, ensure a strategy is created to reduce the risk
Properly record all training given to staff
Management of CSR / Manage and control all CSR’s to ensure effective and efficient service.

Ensure a work schedule is created
Manage and ensure that all CSR’s log in and push their respective campaigns
Manage all CSR’s in order to ensure they remain effective and efficient
Ensure where required that all CSR’s withdraw from their respective campaigns ensuring that the call centre maintains optimal productivity
Manage and ensure all CSR’s are productive and perform as per operational standards.
Monitor and ensure that all data captured by CSR’s complies with company policy and procedure
Ensure that all CSR’s give expert advice to all callers and a high level of service is given
Where required, take over on any problem calls as per escalation requirements
Hold regular meetings (at least once per month) to discuss operational and business issues
Competencies Required

(List qualifications, experience, training and characteristics required for this position)


Formal qualifications – Minimum

Matric essential

Diploma or higher will be advantageous

Driver’s license


Prior Experience

5+ years’ experience managing a call centre


Special Training

Call Centre management
Phone etiquette training

Critical knowledge (not negotiable)

Computer literacy

Excel intermediate
MS Office; Word and Outlook
Use of voice logger

Competencies

An analytical approach to work
Commercial and business awareness
Numeracy and sound technical skills
Problem solving skills
Initiative
Strong attention to detail
Ability to balance the demands of work and personal commitments
High level of work ethics
Leader
Ability to make quick but balanced decisions

Tools Required

Systems
Materials






Apply Here http://bit.ly/2KL6jVn

Job id : , #73811, 91 views,

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