Call Centre Manager - Legal
Source and Select
Johannesburg, Gauteng
Posted 25 September 2019

Job Details

Job Description

Our Client, who is providing legal assistance to members since 1996 is looking for a Call Centre Manager from the legal industry.

The purpose of this position is to manage a team of Legal and Administrative staff who are required to assist policyholders (clients) with legal advice and paralegal solutions to common problems/issues.

Key Responsibilities entails the following:

  • General Call Centre Management
  • Performance Management, assesment, motivation and discipline of staff
  • Reporting on activities and Quality Assurance
  • Liaising with Attorneys and Claims Department
  • Call monitoring ensuring at call answer rate is 95% and 80 of calls are answered within 20 seconds
  • Responsible for UCD & Bolt Reports to monitor live and past call movement
  • Ensuring that abandoned calls are less that 5%
  • Wallboard - ensuring it is always operational
  • Monitoring poor referrals
  • Supporting Team Leaders and their respective teams

What you Must have:

  • A completed Legal Degree
  • Admitted Attorney & Management Qualification advantageous
  • Min 4 years relevant experience
  • Proficient in MS Word, Excel & Outlook
  • Valid driver's license and own road worthy/reliable vehicle
  • The ability to work shifts in a 24 hour environment