Job Knowledge
, Skills and Experience
National Diploma in Public Relations/Marketing or equivalent qualification At least 3 years Higher Education Call Centre experience Recommended: Call Centre supervisory experience will be advantageous Key Performance Areas / Principal Accountabilities
Managing the daily running of the Call Centre Setting and meeting performance targets for speed, efficiency and quality Liaising with operators and third parties to gather information and resolve issues. Monitoring random calls to improve quality, minimize errors and track operator performance Reviewing the performance of staff, identify training needs and planning training sessions Recording statistics, user rates and the performance levels of the centre and preparing reports Handling the most complex customer complaints or enquiries Organizing staffing and the number of staff requ...