Call Centre Manager

Job Description

We are seeking a dynamic Call Centre Manager to lead our dedicated team in Cape Town. In this role, you will oversee daily operations, improve efficiency, and ensure high levels of customer satisfaction. The ideal candidate will possess strong leadership skills, a passion for customer service, and a proven track record in managing call center operations.

Responsibilities

• Oversee all aspects of call centre operations, ensuring adherence to quality standards.
• Recruit, train, and supervise call centre agents.
• Develop and analyze key performance indicators (KPIs) to drive productivity.
• Ensure compliance with company policies and procedures.
• Manage workforce scheduling to optimize staff availability.
• Encourage feedback and implement suggestions to improve customer experience.
• Coordinate with the IT team to resolve technical issues impacting service delivery.

Requirements

Education

• Bachelor's degree in Business Administration or related field

Experience

• 5+ years of experience in call centre or customer service management

Technical Skills

• Call Centre Software
• Data Analysis

Soft Skills

• Leadership
• Communication

Certifications

• Customer Service Excellence Certification

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Experience with workforce management software: Knowledge of tools that facilitate workforce scheduling and performance tracking.
• Previous experience in a sales environment: Experience managing a call center that focused on sales conversions.

Benefits

• Competitive salary with performance-based bonuses
• Medical aid contributions
• Opportunity for career advancement
• Friendly work environment with team-building events

Company Culture

• Team Collaboration: We believe in fostering a collaborative work culture that promotes teamwork and shared success.
• Continuous Improvement: Our team is encouraged to pursue continuous improvement and professional development.
• Customer-centric Focus: We prioritize our customers and strive to exceed their expectations every time.