Call Centre Manager

2 weeks ago


Durban, South Africa MyCalling Full time

**Call Centre Manager**

**Are you ready to take the next step in your career?**

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

**What would make you a good fit for this role?**

Must be willing and able to work in a shifted environment

**Minimum Requirements**:

- Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
- Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
- Management-related qualification

**What you'll be doing**

**Operations Management**
- Manages operational costs through effective resource management
- Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
- Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
- Ensures consistency and standardisation with the client’s other operations

**Client Engagement**
- Maintains positive client relationships and alerts management to operational delivery issues.
- Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

**People Management**
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Ensures appropriate staffing and action accordingly
- Training and Development

**Performance Management**
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs. Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action


  • Call Centre Agent

    7 days ago


    Durban, South Africa CoetzeeHR Consultants Full time

    Our client based in Durban is looking for a call centre agent to join their dynamic team. If you are a go getter and you enjoy working with people, then this is the perfect opportunity for you. - Min 1 year call centre experience - Experience in debt review would be an advantage. - Cold-calling experience - Willingness to attend a 2-week online training...


  • Durban, South Africa vivo Full time

    1. Establish and identify new relationships within Call Centres 2. Analyze Call Centre performance on a weekly, monthly, quarterly and annually basis 3. Drive sell-through of all company products 4. Monthly and quarterly training on New Product Introduction (NPIs) 5. Submit weekly Purchase Sales & Inventory (PSI) report to the Product, Sales Managers and...

  • Call Centre Agent

    4 weeks ago


    Durban, South Africa The Mercury Group Full time

    Blue Mercury require call centre agents for Discovery Insure Starting basic salary of R5100 per month + commission Which incudes an attendance bonus of R250 Dial time bonus of R500 Performance bonus of R500 for reaching a quote target Your job role would be to, call clients and do quotation for short term isnurance **Salary**: From R5 100,00 per...

  • Call Centre Agent

    4 weeks ago


    Durban, South Africa dastile wealth insure Full time

    CALL CENTRE AGENTS - OPPORTUNITY AWAITS!!! Remuneration - 3 months probational contract for 4 500 per month, R 1 500 of this is conditional on reaching 20 sales Stop/VDO. - Commission - will start once 20 sales reached. - + Weekly incentives. **Requirements**: - Matric Certificate (certified copy). - Minimum 12 months experience. - In outbound Centre with...

  • Call Centre Agent

    4 weeks ago


    Durban, South Africa Merchants SA Full time

    Urgently seeking call centre agents for a telecommunications company based in Durban to work rotational shifts Qualifications: - Matric certificate (mandatory) - Call centre certificate (or relevant tertiary qualification or diploma or working towards one (advantageous) **Experience**: - Criminal and credit check (clear ITC) and must have matric or...

  • Call Centre Agent

    5 days ago


    Durban, South Africa MDALISU Full time

    **Job Requirements** - **6 Months Call Centre Experience**: - **Residing in/around Durban**: - **Reliable transport to Durban CBD**: - **Computer Literate**: - **Excellent command of the English and IsiZulu language** **If you possess requirements, then why not use that to kicks tart your next career opportunity!** **We Offer**: - **Basic salary**: -...


  • Durban, South Africa TUG Full time

    **A reputable Financial Services Company based in Umhlanga; Durban are seeking to hire experienced Call Centre Sales agents.** **Our employees nominated us ‘the best company’ to work for, for 3 years running!** **We invest our time and energy into growing and developing individuals to become the best of the best and to succeed beyond...

  • QA Analyst

    4 weeks ago


    Durban, South Africa CallForce Full time

    The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing,...

  • Discovery Call Centre

    4 weeks ago


    Durban North, South Africa Blue Mercury Financial Services Full time

    Call Centre with a starting basic of R5100, inclusive of a R250 attendance bonus, R500 dial time bonus and a R500 bonus for reaching a 1 sale a day target basic salaries also of 7000 to 10 000 for higher positions We also offer sales campaigns with higher basics and lucrative commission's if you have more than two years sales experience as well as if you...

  • Call Centre Agent

    4 weeks ago


    Durban North, South Africa Blue Mercury Financial Services Full time

    Call Centre with a starting basic of R5100, inclusive of a R250 attendance bonus, R500 dial time bonus and a R500 bonus for reaching a 1 sale a day target basic salaries also of 7000 to 10 000 for higher positions We also offer sales campaigns with higher basics and lucrative commission's if you have more than two years sales experience as well as if you...

  • Call Centre Agent

    4 weeks ago


    Durban North, South Africa Blue Mercury Financial Services Full time

    Call Centre with a starting basic of R5000, inclusive of a R500 attendance bonus, R500 dial time bonus and a R500 bonus for reaching a quote or appointment target. Agents are required to make appointments for financial advisors or making quotes for car insurance companies We also offer sales campaigns with higher basics and lucrative commission's if you...


  • Durban, South Africa Tower Group Full time

    Tower Group is in search of motivated and customer-focused individuals to join our Client's team as International Call Centre Agents.Position Overview:As an International Call Centre Agent, you will play a pivotal role in ensuring a positive customer experience for our international clientele. You will be responsible for handling inbound and outbound calls,...


  • Durban, South Africa Tower Group Full time

    Tower Group is in search of motivated and customer-focused individuals to join our Client's team as International Call Centre Agents.Position Overview:As an International Call Centre Agent, you will play a pivotal role in ensuring a positive customer experience for our international clientele. You will be responsible for handling inbound and outbound calls,...


  • Durban, South Africa Synergy Contact Centre Full time

    **_Synergy Contact Centre is hiring!_** **_If you are interested in starting a career, we want you!_** We are currently recruiting sales, customer service and collection agents. **_Requirements: _** - Great Communication Skills_ - Fluent English_ - Computer Literacy_ - International collections or customer service experience_ - International energy/water...


  • Durban, South Africa Microminder Full time

    **Key Responsibilities**: - Manage daily activities and allocate resources to boost operational efficiency. - Foster relationships with brand partners and external suppliers. - Lead and inspire our call center staff, overseeing hiring processes. - Formulate and execute strategies to enhance call center operations. - Perform assessments, reviews, and...


  • Durban, South Africa Synergy Contact Centre Full time

    _**Synergy Contact Centre is hiring!**_ - **If you are interested in starting a career, we want you!**_ We are currently recruiting experienced nightshift customer services advisors - **Requirements**:_ - Great Communication Skills_ - Fluent English_ - Computer Literacy_ - International customer service experience_ - **Package**:_ - R5250 Basic Salary +...


  • Durban, South Africa TUG Full time

    Are you looking for a sales career within a well-known and exciting company in 2023? The vacancy will be based in Exhilarate's top location-Morningside, Durban. No experience is necessary, however it will be beneficial. We are seeking enthusiastic and energetic Call Centre agents to join our incredible team. You will need to be determined to succeed and...

  • Call Centre Agent

    2 weeks ago


    Durban, South Africa Mr Price Full time

    As a key member of our team, you will ensure that all customer inquiries, store card applications, correspondence, and employment verifications are handled efficiently and professionally. Ensure customer's queries, correspondence and needs are actioned timeously to provide excellent customer service and avoid backlogs and customer complaints. ...

  • Operations Manager

    4 weeks ago


    Durban, South Africa Synergy Contact Centre Full time

    **Job Purpose**: **Job Objectives**: - Inspires, leads, engages, coaches, develops and motivates a team of team leaders in supporting the delivery of the best service to our client’s - Develop and implement operating plans in line with sales strategies, policies and procedures - Ensure compliance with service policies, procedures, and operating plans -...


  • Durban, South Africa Synergy Contact Centre Full time

    **Job Purpose**: **Job Objectives**: - De-escalate situations involving dissatisfied customers, offering patient assistance and support - Call clients and customers to inform them about the company’s new products, services, and policies - Guide callers through troubleshooting, navigating the company site or using the products or services - Review customer...