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Call Centre Manager/ Call Centre Operations Manager/Customer Services Manager/Call Centre Team Leader (#615,028,227) 

Location: Johannesburg (Gauteng), South Africa (CV #615,028,227)

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EMPLOYMENT DETAILS

Company name : Open Learning Group
Period employed : April 2014 – To Date
Position : Call Centre Manager

Duties:

• Ensure that agents log, close, follow-up on calls according to standard Call Centre procedures on a daily basis.
• Ensure that the agreed Call Centre standards in respect of length of calls, wrap-up time, log-on time and updating of the relevant data base is maintained.
• Setting and meeting performance targets for speed, efficiency and quality.
• Identify deficiencies in processes and procedures used in the Call Centre and work on solutions to improve these deficiencies.
• Ensure the accuracy of information supplied by Call Centre agents to internal and external clients regarding all the products.
• Ensure that optimum relations with clients are established and maintained through principles of good customer services.
• Provide effective operational client management and ensure that all client engagements are managed professionally and are reflective of the company values at all times.
• Expedite and manage the resolution of both internal and external conflict within the Call Centre.
• Coach and mentor agents to ensure calls are being answered promptly and prioritized accordingly.
• Quality Assurance – Ensure that all calls are monitored in terms of agents following the correct call handling procedures and processes thereof.
• Participate in resource planning for the Call Centre, and contingency planning for staff shortages, and participate in the recruitment process of new Call Centre agents.
• Create an environment that fosters team work and co-operation amongst team members.
• Provide the necessary support and guidance to Call Centre agents.
• Develop and empower employees, recognising and rewarding value-added performance.
• Continually strive to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development
plans.
• Maintain discipline in terms of company standards and policies.
• Ensures bi-annual performance reviews take place with direct reports, identify poor performance and take corrective action.
• Ensuring that daily/weekly/monthly stats are produced for the call Centre.
• Produce all required reports and statistics for management review.

Company name : Open Learning Group
Period employed : March 2013 to March 2014
Division : Call Centre
Position : Sales and Marketing Call Centre Team Leader

Duties:

• Provide assistance, support and guidance to agents
• Ensure the smooth running of all Call Centre activities and make the necessary
provisions for crisis or out of the ordinary situations.
• Setting and meeting performance targets for speed, efficiency and quality.
• Liaise with Manager and other team leader, and third parties as and when required.
• Take responsibility for and be involved in the preparation of Call Centre reports and
statistics.
• Monitor random calls to improve quality and minimize errors.
• Handle difficult complaints and enquiries.
• Organize employee resourcing, as call volumes increase ensuring the correct number of employees are available to meet the demand.
• Take responsibility for motivating agents ensuring that a culture of cohesiveness exists.

Company name : Open Learning Group
Period employed : March 2012 to February 2013
Division : Call Centre
Position : Call Centre Agent

Duties

• Responsible to answer incoming calls and responding to clients and student’s inquiries and questions regarding OLG’s products and services.
• Providing individualized customer service of a high-standard and professional level.
• Ensure that the Call Centre database is adequately updated with the relevant information regarding the inquiry received.
• Responding to clients inquiries in a prompt and efficient fashion.
• To resolve any written inquiries received from clients
• Making correct use of the relevant Call Centre documentation to assist callers with their inquiries.
• Follow up on client calls as and when required/necessary.
• Responsible to keep abreast of any changes within the OLG product range to ensure correct response and assistance to callers.
• To attend any training related to Call Centre activities as and when required.



Company name : ABSA Vehicle and Asset Finance
Period employed : June 2010 to December 2011
Position : Admin Insurance Clerk

Duties

• Receive instructions weekly by e-mail from various insurance
companies e.g. Hollard to create a value added product on clients
account on the SAP system
• Ensure that instructions have all the information required e.g.
policy number, account no. by checking that the required fields on the
excel attachment has been populated
• Create a value added products for SAP Account by loading the VAP
policy on the clients account.
• Provide feedback to Insurance company via e-mail to confirm VAP
policy has been loaded.
• Once done, hand processed work for checking and filing
• Responsible for efficient and effective workflow in own
portfolio.
• Proactively seeking to maximise productivity and continually
acting upon opportunities for process and system improvements.
• Work closely with other members of the team to deliver
outstanding performance and measure self against achievements of the department.

Personal Details

Name
Lyndon Pretorius
Gender
Male
Age
28 Years

Job Details

Employment Status
Full time
Type of Salary
Fixed salary
Preferred Job Location
Town
Johannesburg
Post Code
ZA-2091
State
Gauteng
Country
South Africa

Educational Qualifications

Highest Qualification
Diploma  (Diploma in Business Management and Entrepreneurship) from College Campus Parktown

Professional Details

Professional Experience
4 Years
Languages known
English  (Expert)



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    Gigajob-ID
    615,028,227
    Posted
    84 days ago
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