Operations Manager  . Supervision and handling of inbound calls.
2. Supervision and creation of tickets for customer queries and follow ups.
3. Supervision and making Outbound sales, product and service information calls.
4. Supervision and making outbound customer survey calls.
5. Reporting on call centre operations.
6. Dealing with customer and interdepartmental escalations.
7. People management. 
8. Supervision of call centre infrastructure
  Supervision and handling of inbound calls. Supervision and monitoring of inbound call centre metrics.
Responsible for quality assessments and quality control of call centre agents. 
Answer inbound calls timeously.
Ensure proper phone etiquette and high-quality customer care. 
Transfer call to the relevant extensions. 
Ensure customers are assisted and their issue is escalated and dealt with.



Supervision and creation of tickets for customer queries and follow ups.






 Supervision of call centre agents to ensure tickets are created timeously for customer queries and that follow ups are carried out.
Ensure quality of tickets created by call centre agents. 
Create tickets for customer queries with all relevant information.
Ensure ticket is taken up by relevant business unit.
Ensure follow ups are made to resolve customer 
queries.


Supervision and making Outbound sales and product and service information calls. Supervision of outbound calls to ensure productivity and targets are met by call centre agents.
Ensure relevant bucket lists are given to the call centre agents in time. 
Ensure script is followed and that call centre agents are adhering to quality standards. 
Make outbound calls, based on customer buckets lists
Upsell products and services and campaigns being run.
Develop relevant scripts and record responses from customers. 
Supervision and making outbound customer survey calls. Supervision of call centre agents to ensure all surveys are carried out and information is gathered. 
Ensure survey information is given in time and allocated to call centre agents
Make outbound calls, based on surveys identified by operations and marketing.
Capture customer feedback, consolidate and generate reports. 
Reporting on call centre operations.
  Generating weekly and monthly reports for call centre inbound and outbound metrics.
Generating weekly and monthly reports for all call centre issues.

Dealing with customer and interdepartmental escalations. Dealing with customer escalations and issues and ensuring resolution.
Dealing with issues that need to be escalated to other business units and ensuring resolution. 
People management. Rostering off call centre agents.
Leave administration.
Motivating call centre agents.
Administering discipline and adherence to the code of conduct. 
Performance appraisals and performance management. 
Supervision of call centre infrastructure. Ensuring PBX system is working and inbound and outbound calls are working.
Ensure desktops, phones, and headsets are working.
Escalating any issues to the IT department. 
       2 years MS Office Skills
Writing Skills,Strategic Responsibility
Problem Solving
Decision Making
Communication
Innovation

Verbal Communication Skills
Relevant Business Process Knowledge
  

Job evaluation subgrade: C