Job Knowledge

, Skills and Experience

National Diploma in Public Relations/Marketing or equivalent qualification

At least 3 years Higher Education Call Centre experience

Recommended: Call Centre supervisory experience will be advantageous

Key Performance Areas / Principal Accountabilities

Managing the daily running of the Call Centre

Setting and meeting performance targets for speed, efficiency and quality

Liaising with operators and third parties to gather information and resolve issues.

Monitoring random calls to improve quality, minimize errors and track operator performance

Reviewing the performance of staff, identify training needs and planning training sessions

Recording statistics, user rates and the performance levels of the centre and preparing reports

Handling the most complex customer complaints or enquiries

Organizing staffing and the number of staff requ...