Job Information

URGENT VACANCY

TECHNICAL CALL CENTER MANAGER (ITIL / Software/Elec Engineering)

KWAZULU NATAL

We are seeking a dynamic organized and technically minded Call Centre Manager for our global client. Call centre has around ±10 agents Accountable for maintaining elevated customer satisfaction, effectively addressing customer complaints, delivering technical assistance, and enhancing the overall efficiency of the customer care centre.

ESSENTIAL ROLE REQUIREMENTS

• Diploma or degree in Electrical Engineering, Information Systems or Computer Engineering or similar
• ITIL Foundation Certification (ITIL v3 or ITIL 4) and experience in ITIL-based service management is advantageous
• Minimum of 5 years’ experience in a call centre management role, preferably within the metering, utilities, or technical support industry.
• Proficiency in customer service software, CRM systems, and call centre technologies.
• Microsoft Office skills (Excel, Word, PowerPoint)
• Valid driver’s license

Competencies

• Demonstrated history of improving customer experience / contact interaction
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Ability to be flexible in shift assignments and work areas.
• Absolute passion for ensuring a great customer experience with every contact.
• Strong technical analysis skills: you are someone who wants to dive into the numbers and seeks to understand

Team management capabilities

Call Marion on: 031 4661572 / Email: hr@doncour.co.za

Please include qualifications in application

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