Are you a dynamic leader with a passion for delivering exceptional customer service? We're looking for a Call Centre Manager to join the team and take ownership of creating an outstanding customer experience. This role will offer you the opportunity to drive customer satisfaction, lead a high-performing team, and facilitate business growth.What you’ll do:
* Oversee daily operations of the Call Centre, ensuring exceptional service delivery and exceeding KPIs.
* Lead recruitment, training, and mentoring of staff to build a skilled and motivated team.
* Monitor sales conversion and customer satisfaction to achieve key objectives.
* Evaluate and refine sales processes to enhance customer experience and efficiency.
* Prepare and present performance reports, providing insights to key stakeholders.
* Ensure quality assurance and compliance across all customer interactions.
* Manage customer complaint escalations and work closely with stores to resolve issues.
* Support cross-functional initiatives to improve processes and reduce complaints.
What we’re looking for:
1. Experience: At least 3 years in a managerial role within a Call Centre/Sales environment. Retail experience is a plus.
2. Leadership: Proven ability to inspire, coach, and manage a team to deliver high performance.
3. Customer Focus: Strong complai...