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PCS

CALL CENTRE MANAGER

Suva
Outsourcing
Posted: 10-07-2024

PCS is a leading provider of sales and customer solutions to New Zealand and is on the fast track for growth to provide for the Asia Pacific region. As the Call Centre Manager, you will play a crucial role in ensuring that the call centre functions efficiently, delivers high-quality service, and contributes positively to the organization's overall success and customer satisfaction

RESPONSIBILITIES:

  • Provide leadership, development, and coaching to team leaders and agents.
  • Actively engaging and supporting the development of team to ensure better performance and succession planning.
  • Developing a culture where training and development are part of the team, identifying actions and working with trainers to develop skills and knowledge effectively.
  • Building and maintaining effective internal and external stakeholder relationships,
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
  • Ensures service and sales targets, and KPI's are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
  • Develop and implement strategies to improve operational efficiency and productivity.
  • Develop and implement strategies to create brand awareness and referrals.

QUALIFICATIONS/EXPREIENCE:

  • Diploma or University degree in the field of business or public administration, technical management or information systems.
  • Minimum of 7 years of leadership experience in managing a versatile team within a call Centre environment.
  • Strong leadership and managerial skills, with the ability to inspire and motivate a team.
  • Analytical and problem-solving abilities, with a strong focus on data-driven decision-making.
  • Customer-centric mindset and a commitment to delivering exceptional service.
  • Proficiency in call center technology and systems.
  • Advanced working knowledge of Microsoft Word, Excel and PowerPoint essential.
  • Ability to work under pressure.
  • Organisational and time management skills.
  • Excellent attention to detail.

If you have the skills and experience required, we want to hear from you! Applications close on 21st July 2024

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