Call Center Operations Manager

Job Description

We are seeking a driven Call Center Operations Manager to lead our customer service initiatives in Johannesburg. The ideal candidate will have a strong background in call center operations, focusing on process improvement, team management, and customer satisfaction. This role will require strategic thinking and the ability to motivate a diverse team.

Responsibilities

• Lead call center teams to achieve performance goals and enhance customer experience.
• Monitor daily operations to ensure efficiency and quality of service.
• Identify areas for process improvement and implement best practices.
• Develop training programs to improve staff skills and knowledge.
• Collaborate with IT and management to optimize call center technology.
• Analyze call data and customer feedback to inform decision-making.
• Spearhead initiatives to increase customer retention and loyalty.
• Manage budgets and ensure cost-effective operation of the call center.
• Cultivate a high-performance culture through recognition and reward programs.
• Prepare strategic plans to expand service offerings and improve efficiency.

Requirements

Education

• Bachelor’s degree in Management or a related field
• Postgraduate studies in Customer Service or Business Management preferred

Experience

• Proven experience in a managerial role within a call center environment

Technical Skills

• Call Centre Technologies
• Reporting Tools

Soft Skills

• Interpersonal Skills
• Conflict Resolution

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Project Management Skills: Ability to lead special projects within the call center environment.
• Bilingual Proficiency: Proficiency in additional South African languages considered an asset.

Benefits

• Comprehensive health insurance
• Retirement savings plan with employer contribution
• Work-life balance initiatives
• Employee assistance programs

Company Culture

• Innovation Mindset: We encourage creative thinking and innovation to continuously improve our processes.
• Diversity and Inclusion: Diversity and inclusion are at the heart of our culture, celebrating every individual's uniqueness.
• Continuous Improvement: We strive for continuous improvement in our services and ourselves, embracing feedback for growth.