As specialist in our fieldswith extensive experience in placing niche and specialized roles both Nationally and Globally, BA Personnel is known for attracting and representing high caliber candidates. Our clients base are diverse Leaders in their respective Industries and representative across all business sectors. Recruiting for a highly experienced *TECHNICAL SUPPORT CENTRE MANAGER* with extensive experience * Manage the daily running of the contact centre, including sourcing effective resource planning and applying contact centre strategies and operations * Set and meet performance targets with efficiency and quality * Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues * Monitor random calls to improve quality, minimize errors and track operative performance * Coordinate staff recruitment and liaise with HR * Review the performance of staff, identify training needs and plan training sessions * Record statistics, agent scores and the performance levels of the contact centre * Handle the most complex customer complaints or enquiries including service recovery * End to End Complaints handling and service recovery thereof * Prepare reports on the contact centre and complaints statistics and performance levels including trends * Coach, motivate and retain staff * Coordinate reward and incentive schemes for staff * Forecast and analyze data against budget figures on a regular basis Personal Attributes and Skills The successful candidate must demonstrate the following competencies: * A positive attitude * Self-starter with a high attention to detail and be able to multi-task * Good at follow through * Exceptional ability to communicate written and orally * Problem solving and solution focused * Analytical interpretation * Building relationships * Coping with pressure (deadlines) * Time-Management and Organizational Skills * Must be team orientated, willing to assist other team members in the office * Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way * Outstanding customer service skills * Matric Essential. * Minimum NQF level 6 qualification or relevant degree. * Excellent presentation skills. * Advanced MS Office skills. * Excellent verbal and written communication skills * Minimum 2-4 years Employee Benefits/Group Risk and Retirement Fund experience. * Minimum 5 years in a Leadership role or 2 years in a Manager role. * Matric Essential. * Minimum NQF level 6 qualification or relevant degree. * Excellent presentation skills. * Advanced MS Office skills. * Excellent verbal and written communication skills * Minimum 2-4 years Employee Benefits/Group Risk and Retirement Fund experience. * Minimum 5 years in a Leadership role or 2 years in a Manager role.