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Georgia Press
Marketing Manager at Black & White Cabs
Black & White Cabs are seeking an experienced Call Centre Manager who will oversee the daily operations of our inbound 24/7 customer service centre. This is a fast-paced distributed environment, taking quick (avg 2 min) calls and dispatching taxi bookings to our national taxi fleet.
The ideal candidate will have a deep understanding of the organisational, technical and social issues common to call centre environments, with a proven track record of reducing call abandonment rates and enhancing overall customer satisfaction.
The successful candidate will be joining the business in a fully on-site capacity at an exciting time, with upcoming projects including a premises relocation, telephony technology migration, ongoing IVR development and plenty more.
Key Responsibilities:
Manage and lead a team of call centre supervisors and agents to ensure high performance and engagement.
Monitor and optimise call flows and workforce management to maintain efficient operations.
Track call centre metrics and analyse call centre performance to identify areas for improvement, with particular focus on abandonment and opportunities for automation.
Develop training programs to enhance the skills of call centre staff and ensure adherence to best practices.
Coordinate with other departments to align call centre operations with overall business objectives.
Handle escalated customer issues and ensure prompt and effective resolution.
Ensure compliance with company policies, industry standards, and legal requirements.
Skills and experience in the following key areas will be an advantage:
Recent experience as a Call Centre Manager or similar
Exemplary communication skills, both written and verbal
Experience with Genesys Cloud telephony or similar
Demonstrated success at reducing call abandonment rates and improving customer service metrics
Strong leadership and people management skills with the ability to motivate and develop a team
Excellent analytical, problem-solving, and decision-making skills
Outstanding communication and interpersonal abilities
Good appreciation of Workplace Health Safety challenges associated with a customer facing call centre.
Why Black & White Cabs?
Strong reputable brand with strong core values
Fun and energetic driven culture with a can-do attitude
Ongoing investment in our teams’ development
Employee Assistance Program
Flexible working hours
Free parking on-site
Employment type
Full-time
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