Job Description: Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets. Job Responsibilities: Manage the delivery of team service level expectations, quality and productivity targets and indicators Action and update the customer requests on Listener Team Management Respond and resolve written and web correspondence received from customers People management, including all HR related issues as well as staff development Responsible for taking ownership fro escalated queries, ensuring resolution and follow up with customers Answer inbound calls and assist customers with their inquiries Job Requirements: Matric or relevant qualification Customer Service experience in a Call Centre environment Experience in people management / supervisory role
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