BMW CALL CENTER AGENT POSITION JOB 2016
BMW Seeking experienced Call Center Agents in Centurion, Gauteng
You will form part of a dynamic company and a team of professionals who take pride in their work, our colleagues and our product. We believe in ethical and responsible business principles and value honest and open communication. By achieving our goals, we are creating a stable environment through competent hard work thereby accommodating stakeholders’ aspirations. We believe in treating each other and our customers with respect and in a caring manner.
Duties include but not limited to the following:
Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
Carrying out needs assessments, performance reviews and cost/benefit analyses
Setting and meeting performance targets for speed, efficiency, sales and quality
Ensuring all relevant communications, records and data are updated and recorded
Advising clients on products and services available
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
Maintaining up-to-date knowledge of industry developments and involvement in networks
Monitoring random calls to improve quality, minimize errors and track operative performance
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
Reviewing the performance of staff, identifying training needs and planning training sessions
Recording statistics, user rates and the performance levels of the center and preparing reports
Handling the most complex customer complaints or enquiries
Organizing staffing, including shift patterns and the number of staff required to meet demand
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis
Minimum requirements:
- Grade 12
- Diploma/degree beneficial
- 1 year relevant experience
- Excellent communication skills
- A strong customer focus and a good telephone manner
- The ability to work well in teams
- Leadership skills and the ability to motivate and develop staff
- A desire to help others work towards targets and develop their skills
- Confidence and a good business sense
- The ability to set, meet and exceed targets
- A focused and self-motivated approach to work
- The ability to manage change
Salary:Â Market Related (50% Medical aid, 8% Provident & Commission)