Job description
Manage shifts
Handle escalated client issues
Handle staff issues, including disciplinary matters.
Manage productivity and quality outputs of the Call Centre
Compile and manage shift rosters and staff capacity
Compile daily and monthly activity reports
Conduct regular staff meetings
Continuously improve service levels to meet company targets
Ensure staff are trained and competent to handle client queries
Complete KPA's and conduct performance discussions with staff
Develop processes that improve service levels
Participate in the creation and management of the Call Centre strategy and objectives
Manage and motivate staff to ensure we maintain a good working environment
Devise and manage staff recognition programs
Ensure escalations function is optimal and manage outstanding issues

Contact details
Andrea Pillay
Sync Consulting
+27 11 678-3403
andrea@syncconsulting.co.za