Call Centre & Remote Support Manager

Or client in the Information Technology industry are seeking a Call Centre and Remote Support Manager to join their fast growing company in Mbombela.The position entails the following:Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.Managing and leading a team of support agents, ensuring they are well-trained and motivated.Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.Implementing and maintaining quality standards for customer interactions to ensure a high level of service.Streamlining processes to improve efficiency and reduce customer wait times.Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.Analysing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.Generating reports on support performance and using data to make informed decisions for continuous improvement.Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.If applicable, ensuring effective coordination and communication in a remote support environment.