Call Center Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Business Capital Group Full time

We are seeking an experienced and strategic Call Centre Manager to oversee the daily operations of our call centre. The ideal candidate will have a strong background in call centre management, exceptional leadership skills, and a commitment to enhancing operational efficiency and customer satisfaction. The Call Centre Manager will be responsible for managing team performance, implementing best practices, and driving continuous improvement initiatives.

Key Responsibilities:
Team Leadership: Lead, mentor, and develop a team of supervisors and agents.
Conduct regular performance evaluations, provide feedback, and support professional development to ensure high levels of team performance and engagement.
Operational Management: Oversee daily call centre operations to ensure adherence to service level agreements (SLAs) and quality standards. Manage scheduling, staffing, and resource allocation to optimize performance and efficiency.
Performance Monitoring: Track and analyze key performance indicators (KPIs) and metrics to assess call centre performance.

Prepare and present reports on operational performance, customer satisfaction, and service quality to senior management.
Process Improvement: Identify areas for improvement in call centre processes and implement changes to enhance service quality, operational efficiency, and customer experience.

Drive initiatives to reduce call handling times, improve first-call resolution,and increase customer satisfaction.
Customer Experience: Ensure that all customer interactions meet company standards for quality and professionalism. Address and resolve escalated customer issues and complaints in a timely and effective manner.
Training and Development: Develop and implement training programs for new hires and ongoing development for existing staff. Ensure that team members are equipped with the necessary skills and knowledge to perform their roles effectively.
Technology Management: Oversee the use and maintenance of call centre technologies and systems. Collaborate with IT and vendors to ensure that systems are functioning optimally and support the call centre's needs.
Compliance: Ensure that the call centre operates in compliance with company policies, procedures, and regulatory requirements. Conduct regular audits and implement corrective actions as needed.

Qualifications:
Education: Bachelor's degree in Business Administration, Management, or a related field preferred; equivalent work experience will be considered.
Experience: Minimum of [5-7] years of experience in a call centre environment, with atleast [2-4] years in a managerial or supervisory role.
Skills: Strong leadership and team management skills; excellent analytical and problem-solving abilities; proficiency in call centre software and CRM systems; excellent verbal and written communication skills.
Attributes: Ability to manage multiple tasks and prioritize effectively; strong decision-making skills; proactive and results-oriented; ability to work under pressure and handle challenging situations.
Certifications: Relevant certifications (e.g., Call Centre Management, Six Sigma) are a plus.

  • Call Center Manager

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Job OverviewAdvanced Call Center Technologies, LLC. is seeking a skilled Supervisor to lead our team of customer service representatives.The ideal candidate will have previous experience managing in a call center environment and possess excellent organizational skills, management expertise, and the ability to drive results.Key ResponsibilitiesDirectly...

  • Call Center Liaison

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Customer Service Representative Position SummaryAt Advanced Call Center Technologies, we are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. This is a fantastic opportunity to grow your career and make a positive impact on our customers.Responsibilities:In this role, you will be responsible...

  • Call Center Quality Analyst

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    About the JobThis exciting opportunity is for a motivated and results-driven individual to join our team as a Quality Assurance Agent.Responsibilities include:Evaluating customer interactions to assess quality and provide feedback to call center associates.Identifying trends and patterns in customer interactions to inform business decisions.Developing and...

  • Advanced Call Center Leader

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Job DescriptionAt Advanced Call Center Technologies, LLC., we are seeking an experienced Leader to oversee our customer service team. As a key member of our organization, you will be responsible for supervising 10-25 agents in a fast-paced call center environment.The ideal candidate will possess excellent communication and interpersonal skills, as well as...

  • Call Center Manager

    3 days ago

    Johannesburg, Gauteng, South Africa Sharedvalue Full time

    Location: RivoniaSalary: Market-relatedWe are a dynamic insurance brokerage representing several leading providers. We are seeking an experienced Call Center Manager to oversee our sales and service teams, ensuring efficient operations, exceptional customer service, and achievement of business objectives.Key ResponsibilitiesLeadership & Team...

  • Call Center Agent

    7 days ago

    Johannesburg, Gauteng, South Africa Malaji Specialised Services Full time

    Malatji Specialised Services is currently looking for a call center Agent, you will be responsible for answering incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.Call Center Agent Job Responsibilities and Duties:Answer incoming...

  • Call Center Manager

    3 weeks ago

    Johannesburg, Gauteng, South Africa Sharedvalue Full time

    Location: RivoniaSalary: Market-relatedWe are a dynamic insurance brokerage representing several leading providers. We are seeking an experienced Call Center Manager to oversee our sales and service teams, ensuring efficient operations, exceptional customer service, and achievement of business objectives.Key ResponsibilitiesLeadership & Team...

  • Call Center Management Position

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Key ResponsibilitiesAs a Customer Service Operations Manager, you will be responsible for:Monitoring real-time productivity to achieve production and revenue goals.Coaching and developing associates to improve quality, performance, and productivity.Ensuring associates adhere to company and client policies and standards.Tracking and reporting daily...

  • Call Center Operator

    7 days ago

    Johannesburg, Gauteng, South Africa Malaji Specialised Services Full time

    Job Overview:Malaji Specialised Services is a leading provider of customer service solutions, and we are currently seeking a skilled Call Center Agent to join our team. In this role, you will be responsible for delivering exceptional customer experiences through inbound calls, emails, and other communication channels.Key Responsibilities:The successful...

  • Customer Experience Advocate

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Job SummaryThe Quality Assurance Agent will be responsible for ensuring that call center associates meet high standards of performance and customer satisfaction.Duties and Responsibilities:Monitoring and evaluating customer interactions to assess quality.Providing feedback and coaching to call center associates to improve performance.Developing and...

  • Quality Assurance Specialist

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Job DescriptionThe Quality Assurance Agent position at Advanced Call Center Technologies, LLC. is responsible for monitoring and evaluating the performance of call center associates who interact with customers.We are seeking a highly organized and detail-oriented individual to join our team as a Quality Assurance Agent.This role requires strong analytical...

  • Customer Service Ambassador

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Advanced Call Center TechnologiesAt Advanced Call Center Technologies, we empower our customer service representatives to provide exceptional service experiences that drive customer loyalty and retention.Job Overview:We are seeking a skilled and empathetic individual to join our team as a Customer Service Representative. In this role, you will be the voice...

  • Call Center Operations Leader

    2 days ago

    Johannesburg, Gauteng, South Africa Sharedvalue Full time

    Company OverviewOur company, Sharedvalue, is a dynamic insurance brokerage that represents several leading providers. We strive to deliver exceptional customer service and achieve business objectives through efficient operations.Job DescriptionThe successful candidate will be responsible for overseeing our sales and service teams, ensuring the achievement of...

  • Performance Improvement Coordinator

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    OverviewThis is an excellent opportunity for a motivated and results-driven individual to join our team as a Quality Assurance Agent.Main Responsibilities:Evaluating customer interactions to assess quality and provide feedback to call center associates.Identifying trends and patterns in customer interactions to inform business decisions.Developing and...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Ubuntu We Sizwe Two Four Seven Pty Ltd Full time

    To manage Call Center Representatives, establishing goals for call center employees to follow and resolving any Call Centre issue and meet Call Centre Targets.Setting goals: Establishing goals for call center employeesResolving issues: Resolving customer issues and other call center problemsManaging performance: Managing the team's performanceTransferring...

  • Operations Director

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    About the RoleThis Supervisory position is responsible for ensuring the success of our customer service team by providing guidance, coaching, and development opportunities to enhance their skills and performance.The successful candidate will be able to motivate and reward associates using company and client incentive programs to drive results and maximize...

  • Supervisor of Customer Service Team

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Company OverviewAdvanced Call Center Technologies, LLC. is a leading provider of customer service solutions. We offer a dynamic and supportive work environment that fosters growth and development.Our team members are passionate about delivering exceptional results and providing outstanding customer experiences.As a valued member of our team, you will have...

  • Supervisor Leader

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Job DescriptionAs a Supervisor at Advanced Call Center Technologies, LLC., you will play a vital role in leading our team of customer service representatives to achieve exceptional results.You will be responsible for monitoring associates' productivity, addressing performance issues, and developing strategies to improve quality, performance, and...

  • Client Engagement Representative

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Advanced Call Center Technologies Career OpportunityWe are seeking a highly skilled and empathetic individual to join our team as a Customer Service Representative. This is a fantastic opportunity to grow your career and make a positive impact on our customers.Key Responsibilities:In this role, you will be responsible for:Providing exceptional customer...

  • Service Quality Expert

    7 days ago

    Johannesburg, Gauteng, South Africa Advanced Call Center Technologies, LLC. Full time

    Join Our Team at Advanced Call Center TechnologiesWe are dedicated to providing best-in-class service to our customers, and we're looking for individuals who share our passion for delivering exceptional customer experiences.Job Description:As a Customer Service Representative, you will be responsible for responding to customer inquiries, resolving issues,...