Call Centre Manager

1 month ago

Johannesburg, South Africa HeadHunters Full time

**Reference**
- PE002318/LS**Location**
- Gauteng, JHB - Eastern Suburbs**Salary Interval**
- Monthly**Package**
- None-negotiable**Description**

**Our client in the **Manufacturing industry **is currently looking to employ** a Call Centre Manager based in Elandsfontein, Gauteng.**

**A wonderful career opportunity awaits you.**

**Requirements**:

- Degree or Diploma in Business Management or related field.
- 5 Years’ management experience in a Call Centre environment.
- Computer Literacy (MS Office Suite).
- Knowledge of SAP ERP System beneficial.
- Knowledge of CRM platforms (Salesforce advantageous).
- Knowledge of BI Platforms.
- Familiar with Social platforms & complaints handling.
- Knowledge of Call Centre Management systems.
- Very good writing skills - attention to detail.
- Proficiency in three or more of the 12 official SA languages will be beneficial.

**Responsibilities and expectations but not limited to**:
**PEOPLE MANAGEMENT**:

- Build & maintain a solid & respectful relationship with each individual who is part of the call centre structure.
- Document performance agreements for each direct report.
- Intra-day & real-time (hourly) monitoring of KPIs.
- Daily extraction & distribution of team KPI stats.
- Daily monitoring and documented coaching of under-performers.
- Deep dive into root cause of why KPI/target is not met and address immediately (involve Training, QA’s, Manager, and relevant stakeholders, if needed).
- Weekly documented coaching/feedback on CLO’s performance.
- Ensure JD, KPI, expected standards are imbedded.
- Performance Management of CLO’s.
- Ensure frequent engagement and alignment on daily expectation.
- Conduct remote live listens of at least 3-5 calls per week per CLO area.
- Conduct monthly performance reviews and set SMART goals and objectives.
- Manage, Motivate, Coach and Develop direct reports.
- Celebrate success and recognize the contributions of all team members.
- Assist in championing the need for continuous improvement.
- Ensure each CLO reads, clarifies & applies communication.
- Ensure pro-active scheduling of training activities.
- Conduct crucial conversations (difficult discussions).
- Work closely with the HR Team to comply to the BCOE & LRA.
- Document all performance related discussions.
- Identifies and solves problems creatively whilst demonstrating a high-level integrity in line with the company’s core Values.
- Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
- Ensure accurate, valid & complete records as input to Disciplinary Enquiries.

**CUSTOMER LIAISON MANAGEMENT**:

- Ensure high standards of product knowledge and adherence to documented processes.
- Monitor and manage the resolution of customer complaints within the CRM platform.
- Be available to the team to assist with irate customers or customer complaints (if on break, organize a floor worker/stand in).
- Take full ownership to resolve an escalated query (end-to-end) with ongoing follow up & feedback to the customer, until the query is 100% resolved.
- Drive a customer first culture across the team.
- Ensure changes to services and processes are implemented effectively within the team and documented records of discussion held.
- Stay up to date with the relevant information and knowledge of all products, policies, procedures and processes.

**INTERNAL LIAISON AND EXECUTION**:

- Manage backorders on a continual basis to accurately reflect OTIF.
- Provide timeous feedback to customers on order delays.
- Ensure that the team meets productivity targets daily.
- Provide input to weekly & monthly reports as required by the Line Manager.
- Manage internal stakeholders by sharing update on open orders and status of potential failures, complains and open order report.

**CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING**:

- Provides advice and guidance to Management on internal stakeholder related matters.
- Implements and monitors the stakeholder management systems. (Reporting)
- Ensures the effective, efficient, economical and transparent use of financial and other resources.
- Contributes to the budget preparation process.
- Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
- Acknowledgement & publicizing achievements of excellent performers.
- Visible display and management of performance and progress.

**GOVERNANCE & COMPLIANCE**:

- Conform and adhere to Health and Safety standards as per legislative requirements.
- Establishes and maintains effective working relationships through collaboration with stakeholders and relevant interests.
- Report any Health and Safety concerns/incidents in the workplace to the manager / Health and Safety Representative.
- Ad hoc and stand in duties as requested by Line Manager.
- Manages relationships in accordance with policies, procedures, and legal requirements.
- Document or save communication and orders accordingly for follow up and compl

  • Call Centre Agent

    2 weeks ago

    Johannesburg, South Africa Tomuzi Call Centre Full time

    Join Our Team Inbound Call Centre! Are you a people person with excellent communication skills? Do you thrive in fast-paced environments and enjoy helping others? If so, we want you to be a part of our dynamic team at Tomuzi Inbound Call Centre! We are currently seeking enthusiastic individuals to join us as Customer Service Representatives in our inbound...

  • Call Centre Manager

    4 weeks ago

    Johannesburg, South Africa CBRE Excellerate Full time

    We are looking for a skilled Call Centre Manager who can lead our helpdesk and agents to better performance and improve service quality. The Call Centre Manager will assist in establishing call centre objectives, provide agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse call centre data, and...

  • Call Centre Manager

    3 months ago

    Johannesburg, South Africa Action Appointments Full time

    _The_ _South African Guide-Dogs Association for the Blind provides services to enhance the lives of visually and physically impaired individuals, and children with autism._ Based in Johannesburg, the Guide Dogs Association seeks to appoint a **CALL CENTRE MANAGER** GDA is looking for a skilled Call Centre Manager to supervise daily operations and...

  • Call Centre Manager

    5 days ago

    Johannesburg, South Africa Pollock and Associates Full time

    Call Centre Manager Call Centre BPO ~ Manufacturing Johannesburg East, Johannesburg - Gauteng - South Africa Are you ready to lead a dynamic team that provides world-class customer service? We are seeking a skilled Call Centre Manager to oversee our clients Inbound and Outbound CRM support operations within the manufacturing sector. Reporting directly to...

  • Call Centre Manager

    1 week ago

    Johannesburg, South Africa Peermont Global SA Full time

    **Date**:8 Feb 2024 **Location**: Emperors Palace, ZA **Company**:Peermont Global (Pty) Ltd **Job Purpose** - To manage the peermont call centre section and maintaining professional relationships with guests through ongoing excellent customer service**Qualifications** - Matric**Minimum Requirements** - 5 years plus experience in Management of Call...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pollock and Associates Full time

    Call Centre Manager Call Centre BPO ~ ManufacturingJohannesburg East, Johannesburg - Gauteng - South AfricaAre you ready to lead a dynamic team that provides world-class customer service? We are seeking a skilled Call Centre Manager to oversee our clients Inbound and Outbound CRM support operations within the manufacturing sector. Reporting directly to the...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Peermont Global SA Full time

    Date:8 Feb 2024Location: Emperors Palace, ZACompany:Peermont Global (Pty) LtdJob Purpose To manage the peermont call centre section and maintaining professional relationships with guests through ongoing excellent customer serviceQualifications MatricMinimum Requirements 5 years plus experience in Management of Call Centres Customer Service experience...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Measured Ability Group Holdings Full time

    South Africa - Gauteng, Johannesburg - South (Soweto / Orange Farm) R R Annually Cost To CompanyOur client in the Financial Services arena seeks a senior Call Centre Manager with solid outbound exp to head up their Distribution Call Centre. Degree in Business or related Minimum of 9 years' experience within the Financial ServicesIndustry/Short-Term insurance...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Talent Evolution Full time

    To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectivenessThe Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Ferva Business Partners Full time

    Role OverviewThe Call Centre Manager will be responsible for overseeing daily operations, ensuring exceptional customer service, and driving performance to meet organisational goals. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for delivering outstanding customer experiences.Team Leadership:...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, South Africa Ferva Business Partners Full time

    Role OverviewThe Call Centre Manager will be responsible for overseeing daily operations, ensuring exceptional customer service, and driving performance to meet organisational goals. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for delivering outstanding customer experiences.Team Leadership: ...

  • Call Centre Manager

    3 weeks ago

    Johannesburg, South Africa Pillango Placements Full time

    **Gauteng**, JHB - South** **R 25000 - R 35000 Monthly Cost To Company** Our client is one of South Africa's largest manufacturers of food packaging solutions. A **Call Centre Manager** is required to oversee internal sales, to make sure the customer's needs are met and stock is available, as well as to manage the Call Centre. The position will be based in...

  • Call Centre Manager

    5 days ago

    Johannesburg, South Africa Boardroom Appointments Full time

    **Job Purpose** Manages and builds a high-performance call centre with a clear vision to provide world-class Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that CLOs meet and sustain agreed customer service, productivity and other targets...

  • Call Centre Manager

    3 weeks ago

    Johannesburg, South Africa Recruitment Legends Full time

    Job Title: Contact Centre Manager Head Recruitment Legends Job Purpose: The Contact Centre Manager is responsible for ensuring the Contact Centre meets defined standards by providing necessary competencies, tools, and resources. The manager oversees Contact Centre operations, manages the performance of staff, and maintains client relationships. Minimum...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, South Africa Eltel Full time

    **Mission/Core Purpose of the Job**: As the Call Centre Manager, your core mission is to lead and enhance the operations of our Contact Centre, ensuring exceptional customer service while optimizing operational efficiency and cost-effectiveness. You will play a pivotal role in driving first-rate customer experiences, fostering a culture of continuous...

  • Customer Services Agent

    4 weeks ago

    Johannesburg, South Africa Call Centre Staffing Full time

    Gauteng, JHB - Central - R7 100 Basic Salary (Shift allowance, medical aid, funeral cover) Our client, a leading BPO is recruiting for customer services agents to manage international customer queries - billing, rate plan queries, technical support and troubleshooting, retentions and upselling. **Requirements**: 6 Months Call Centre Customer Services...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Afrizan People Intelligence Full time

    Our client in the call centre industry is looking for a manager to join their dynamic team who will be overall responsible for the call centre business unit in South Africa, working in close cooperation with international clients.Responsibilities Responsible for our new call centre in Johannesburg, South Africa Ensure the business unit further develops its...

  • Call Centre Manager

    3 weeks ago

    Johannesburg, South Africa Recruitment Legends Full time

    **Job Title: Call Center Manager** In the finance sector Job Purpose: The Contact Center Manager is responsible for ensuring the Contact Center meets defined standards by providing necessary competencies, tools, and resources. The manager oversees Contact Center operations, manages the performance of staff, and maintains client relationships. Minimum...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Eltel Full time

    Mission/Core Purpose of the Job:As the Call Centre Manager, your core mission is to lead and enhance the operations of our Contact Centre, ensuring exceptional customer service while optimizing operational efficiency and cost-effectiveness. You will play a pivotal role in driving first-rate customer experiences, fostering a culture of continuous improvement,...

  • Call Centre

    2 weeks ago

    Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    We are seeking an energetic, well-spoken Call Centre Agent with Customer Service experience to join our client on Ad Hoc Basis.RequirementsMust have Matriculated.Must have at least 4 years' experience working in a Call Centre or done Customer Service.Must be able upsell.Must be computer literate.Must stay Close to Sandton.Must be...