Call Centre Manager

3 months ago


Cape Town, South Africa Allmed Healthcare Professionals Full time
  • High School degree or equivalent
  • Experience working in a call centre or customer-support environment
  • Excellent communications skills (both written and verbal)
  • Proficiency in problem-solving
  • Ability to multitask and manage time effectively
  • A valid drivers license with own reliable vehicle (essential)
  • Duties and responsibilities:

  • Recruit, train, and supervise call centre staff.

  • Develop performance goals and objectives for the team
  • Conduct regular monthly performance evaluations and provide feedback
  • Foster a positive and motivating work environment by having monthly anonymous surveys with staff assisted by HR

  • Oversee day-to-day call centre operations, ensuring efficiency and productivity
  • Develop and implement call centre policies and procedures

  • Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction)
  • Ensure compliance with all relevant regulations and standards
  • Communicate daily with the Senior managers / Business Sales Consultant / Client Supervisor regarding operational and staffing requirements, ensuring effective relay to Operations Consultants for staff placement
  • Provide relevant written feedback to clients related to operational matters monthly

  • Ensure consistency between clients and our company regarding disciplinary processes.

Provide information to potential new clients about service offerings and refer to the relevant Senior managers / Business Sales Consultant / Client Supervisor for further engagement and proposal presentation



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