Job Summary:
To effectively manage subordinates within the Call Centre by ensuring that they deliver a service to
customers that is in accordance with the clients’ requirements.
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Key Responsibilities and Deliverables:
Administration
• Maintain record keeping of staff scorecards timeously
• Maintain and administer CVS system
• Authorize Adhoc administration requested on CVS system
• Ensure all customers/client interactions are dealt with
• Ensure accurate record keeping of all staff files
Leadership and Team Management
• Take full responsibility for performance of all direct reports, motivating and managing them in
relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of
sound people management:
o Recruitment
o Development
o Remuneration and Rewards
o Performance Management
o Career path planning

o On-the-job training, coaching & mentoring

• Set objectives and communicate standards, tasks, duties, objectives and goals to subordinates
• Ensure that all employees comply with the necessary policies and procedures
• Manage subordinates’ performance
• Identify training needs and train subordinates
• Conduct monthly staff and team meetings
• Take corrective action when required in accordance with code of conduct
• Identify succession candidates
Client/Customer Satisfaction
• Meet client / customer and company performance standards and ensure subordinates do
likewise
• Maintain sound working relationships with clients /customers
• Ensure client / customer queries are swiftly resolved
• Provide regular feedback to customers / clients
• Manage and handle all escalated client issues