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- Oversee daily operations of the Call Centre, ensuring exceptional service delivery and exceeding KPIs.
- Lead recruitment, training, and mentoring of staff to build a skilled and motivated team.
- Monitor sales conversion and customer satisfaction to achieve key objectives.
- Evaluate and refine sales processes to enhance customer experience and efficiency.
- Prepare and present performance reports, providing insights to key stakeholders.
- Ensure quality assurance and compliance across all customer interactions.
- Manage customer complaint escalations and work closely with stores to resolve issues.
- Support cross-functional initiatives to improve processes and reduce complaints.
- Experience: At least 3 years in a managerial role within a Call Centre/Sales environment. Retail experience is a plus.
- Leadership: Proven ability to inspire, coach, and manage a team to deliver high performance.
- Customer Focus: Strong complaint-handling skills and the ability to manage escalations effectively.
- Results-Driven: A track record of achieving KPIs and improving conversion rates.
- Skills: Excellent communication, time management, and organisational skills, with proficiency in MS Office.
- Highly personable with strong decision-making abilities.
- A self-starter who is enthusiastic, driven, and able to work well under pressure.
- A natural leader, able to build relationships, motivate teams, and deliver results.
- Attention to detail and the ability to handle sensitive information discreetly.
