Call Centre Manager

Job Description

We are looking for a Call Centre Manager to lead our Johannesburg team. The ideal candidate will be responsible for overseeing daily operations, managing staff performance, and ensuring our clients receive top-notch customer service.

Responsibilities

• Oversee daily operations of the call centre and ensure targets are met.
• Attract, retain, and train top talent in customer service roles.
• Drive customer satisfaction initiatives and enhance overall experience.
• Leverage data analytics to inform decision-making.
• Encourage team development through ongoing training opportunities.
• Evaluate call centre technology and systems for efficiency improvements.
• Collaborate with marketing and sales to maintain strong client relationships.
• Implement recognition programs to boost employee morale.
• Ensure a safe and compliant work environment.

Requirements

Education

• Bachelor's degree in Business Administration or related field
• MBA preferred

Experience

• 5+ years of experience in customer service management, preferably in a call centre

Technical Skills

• Customer Relationship Management (CRM)
• Data Analysis
• Call Centre Software

Soft Skills

• Leadership
• Communication
• Problem-Solving

Certifications

• Call Centre Management Certification
• Customer Service Excellence Certification

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Experience with workforce management tools: Knowledge of tools that help manage staffing and scheduling.
• Familiarity with performance management systems: Experience in using systems to track and improve team performance.

Benefits

• Competitive salary package
• Health, dental, and vision insurance
• Performance bonuses
• Flexible working hours and options for remote work

Company Culture

• Teamwork: We believe in collaboration and strive to cultivate a team-oriented environment.
• Innovation: Encouraging out-of-the-box thinking is pivotal to our success.
• Diversity: We value diversity and strive to build a workplace that reflects the communities we serve.