about the company
We are a professional services company offering technical inspection services.
summary
The Call Centre and Scheduling Manager is responsible for overseeing the daily operations of the call centre and ensuring efficient scheduling of inspectors. This role involves managing a team, optimizing call centre performance, and providing manual scheduling to ensure timely and effective inspections.
about the job
- Identify and select the right equipment and systems to start-up the call centre and scheduling team.
- Supervise and manage call centre staff to ensure high-quality customer service and operational efficiency.
- Develop and implement call centre policies and procedures to enhance service delivery.
- Monitor call centre performance metrics, such as call volume, response time, and customer satisfaction, and take corrective actions as needed.
- Coordinate and manage the scheduling of inspectors for various tasks and projects.
- Maintain accurate records of inspector availability, assignments, and workload.
- Communicate with inspectors to confirm schedules, address conflicts, and make adjustments as necessary.
- Handle escalated customer inquiries and complaints, providing resolution promptly.
- Prepare and present regular reports on call centre and scheduling performance to senior management.
- Train and mentor call centre staff to improve their skills and performance.
- Implement and maintain scheduling software or tools to enhance scheduling efficiency.
- Ensure compliance with company policies, industry regulations, and best practices.
skills & experience required:
- Degree/Diploma in Business Administration or a related field.
- Minimum 3 years of team leadership experience. Experience in starting a small team is a plus.
- Experience with scheduling, workforce management, and CRM applications.
- Excellent leadership, communication, and interpersonal skills.
culture & benefits
We offer competitive salaries, benefits, and structured career growth. The team believe in open & honest communication, collaboration, and knowledge sharing.
how to apply
Our team comprises passionate, forward-thinking professionals who thrive on challenges and are dedicated to making a tangible impact. We are committed to creating an inclusive environment where diverse perspectives are valued and every voice is heard. For immediate consideration, kindly apply online.
