NIGHT- SHIFT CALL CENTER MANAGER

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

APPLY ONLINE

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