Location: Umhlanga , KZNOffice BasedAbout Us:Powerfleet (NASDAQ: PWFL; TASE: PWFL) is a global leader of internet of things (IoT) software-as-a-service (SaaS) solutions that optimize the performance of mobile assets and resources to unify business operations.
Our data science insights and advanced modular software solutions help drive digital transformation through our customers' and partners' ecosystems to help save lives, time, and money.
We help connect companies, enabling customers and their customers to realize more effective strategies and results.
Powerfleet's tenured and talented team is at the heart of our approach to partnership and tangible success.
The company is headquartered in Woodcliff Lake, New Jersey, with our Pointer Innovation Center (PIC) in Israel and field offices around the globe.For more information, please visit www.powerfleet.com.Job Summary:We are looking for an experienced Call Center Manager to lead and oversee the daily operations of a multi-service, shift-based call center that operates 24/7/365.
This role involves ensuring exceptional customer service delivery, optimizing workforce management, and maintaining operational efficiency across all schedules and shifts.
Additionally, the Call Center Manager will take responsibility for general office management, ensuring smooth day to-day operations and a positive work environment.
The ideal candidate will have strong leadership skills, a data-driven approach to decisionmaking, and the ability to handle high-pressure situations effectivelyKey Responsibilities:1.
Call Center Operations ManagementManage the end-to-end operations of a 24/7/365 call center providing multi-service support.Monitor call center performance metrics, including call load balancing, agent occupancy, and average handling times (AHT)Develop and enforce operational policies, ensuring consistency and quality of service across shifts.Act as the escalation point for complex issues, complaints, or incidents, ensuring prompt and effective resolution2.
Shift Scheduling and Workforce ManagementPlan, create, and manage shift schedules to ensure adequate staffing levels across all time periods.Utilize workforce management tools to forecast call volumes and optimize agent scheduling.Adjust schedules dynamically in response to call volume fluctuations, absenteeism, or other unforeseen circumstancesEnsure compliance with labor laws and company policies when assigning shifts and3.
Performance Management and Team LeadershipLead, coach, and develop a team of supervisors, team leaders, and agents to achieve performance goals.Monitor individual and team performance metrics, providing regular feedback and implementing improvement plans where necessaryFoster a positive and motivated work culture that prioritizes customer satisfaction and agent well-beingConduct regular performance reviews and set clear, measurable objectives for the team.4.
Call Load Balancing and Service DeliveryImplement and monitor systems to ensure efficient call distribution and load balancingAnalyze call patterns and optimize processes to reduce wait times and abandon rates.Ensure service level agreements (SLAs) are met consistently across all services and shifts.5.
Training and DevelopmentCollaborate with the training team to design and deliver onboarding and continuous learning programs for agents and supervisorsEnsure all staff are well-versed in products, services, and policies to handle customer inquiries effectivelyIdentify skill gaps and provide targeted training to address performance issues or support career development6.
General Office ManagementOversee the administrative functions of the office, including procurement, vendor management, and facility maintenanceEnsure the office environment is clean, organized, and conducive to productivityManage office budgets and expenses, ensuring cost-effective operations.7.
Reporting and AnalysisGenerate and analyze reports on key performance indicators (KPIs), including call volume, AHT, first call resolution, and customer satisfaction scoresPresent regular updates to senior management, highlighting trends, challenges, and recommendations for improvementLeverage data insights to make informed decisions and enhance operational efficiency8.
Risk and Compliance ManagementEnsure compliance with company policies, industry regulations, and data privacy requirements.Develop and implement strategies to minimize risks related to customer interactions, data breaches, or employee misconduct.Maintain up-to-date documentation for processes, policies, and incident reports.Key Skills and Competencies:Technical SkillsProficiency in workforce management tools, call center software, and CRM systemsStrong analytical skills with experience in data-driven decision-makingAdvanced knowledge of call center metrics, such as AHT, SLA, occupancy, and utilizationLeadership SkillsProven ability to lead, inspire, and manage teams in a high-pressure, shift-based environment.Strong conflict resolution and decision-making abilitiesExceptional communication and interpersonal skills for team and stakeholder engagementOperational SkillsExpertise in shift scheduling, workforce optimization, and call load balancing.Ability to prioritize tasks and manage multiple projects simultaneouslyDetail-oriented with strong organizational and time management skills.Qualifications and Experience:Bachelor's degree in Business Administration, Operations Management, or a related field (preferred)5+ years of experience managing a multi-service call center, preferably in a 24/7/365 environment.
Demonstrated experience in workforce management and shift schedulingFamiliarity with general office management responsibilities, including procurement and budgeting.
Advanced proficiency in call center management software and reporting toolsAdditional Requirements:Availability to work flexible hours, including weekends and holidays, to ensure round-the-clock operationsStrong understanding of labor laws and regulations related to shift work and overtime.Willingness to travel occasionally for training or company meetings.
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