Call Centre Manager

Location

• Silver Lakes, Pretoria
  
  

Duties and Responsibilities

• Lead recruitment, performance management, and retention of call centre staff
• Maintain high levels of customer service, managing escalations effectively
• Drive sales and retention targets in line with business strategy
• Monitor and analyse performance, identifying opportunities for improvement
• Ensure operational efficiency by managing productivity, best practices, and cost reduction initiatives
• Collaborate with other departments to ensure seamless operations
• Implement and enforce company policies, fostering a culture of innovation and continuous improvement
• Develop high-performing teams, ensuring KPI alignment and staff motivation
• Provide regular client reporting and ensure compliance with regulatory standards

Skills Required

• Strong leadership, coaching, and team management skills
• Excellent customer service and client interaction abilities
• Analytical mindset with problem-solving capabilities
• Effective communication and stakeholder management
• Ability to track performance, adapt strategies, and drive results

Job Requirements

• 5 or more years experience in Call Centre or Customer Support
• 5 or more years experience in managing high preforming teams
• Had at least 7 direct reports