NIGHT- SHIFT CALL CENTER MANAGER
Western Cape Observatory
The MPC Recruitment Group (currently incorporating MPC Recruitment and MPC Recruitment Initiative) is a fully resourced, black empowered, national, APSO accredited, professional, personalised and total recruitment solutions service provider.
NIGHT- SHIFT CALL CENTER MANAGER
Cape Town (Observatory), Western Cape (South Africa)
Market Related CTC
Permanent senior level position in the Admin, Office & Support (Call Center) industry.
One of South Africa’s TOP COMPANIES in the CONTACT CENTRE SERVICES Industry is urgently seeking for a NIGHT- SHIFT CALL CENTER MANAGER
Main Purpose of the Job:
- The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.
Job Description:
- People Management
- Leadership
- Leads by example in living the values of the organisation
- Ensures the department is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Attraction & Selection
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy
- Selects and places candidates in terms of agreed recruitment and selection process
- Retention
- Develops and empowers people, recognizing and rewarding value-added performance
- Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans
- Career Pathing and Succession Planning
- Identifies, manages and develops talent
- Requirements:
- Nightshift: Willing and able to work between 22:00pm and 06:30am, including public holidays and weekends.
- Experience in a BPO/ offshore environment
- Have managed a department/ call centre with 150 – 200 headcount
- Manage 10 – 14 Team Leaders
- Provide evidence of strong coaching and mentorship skills
- Provide evidence of success in developing teams
- All about customer first / people first/ staff focus all the way
- Experience with NPS/Customer Loyalty
- Be funky
- Take ownership
- Forward thinking
What’s on Offer?
- R 37 500 to R 42 000 cost-to-company per month.
- CTC includes- Discovery Health Medical Aid; Provident Fund; Group Life
- In addition- company cell phone, laptop and 3G (with limits)
- Performance-based, variable bonus- 15% of annual CTC (paid in December)
- Free parking
- Free fruit and smoother-bar on site
Location: Observetory
Salary: R 37500 – R 42000
How to Apply
If you are interested in this role, please apply with your CV:
MPC CAPE TOWN BRANCH – Kiara Marques
Please indicate the reference number: KM30409