Call Centre Manager

3 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 focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful Call Centre Manager, you should be focused on improving your team of agents and call centre practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

A minimum of 5 years related experience with Facilities management experience beneficial to this role, past management experience in a call centre will be preferred.

**Call Centre Manager Responsibilities**:

- Hiring, training, coaching, and leading call centre representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call centre goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Improve call handling efficiency and manage SLA requirements of customers calls priority matrix.
- Taking on other tasks or projects to support employees, other managers, and call centre operations.

**Call Centre Manager Requirements**:

- High School Matric, Diploma or equivalent.
- More education or experience in a related field may be preferred.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense

situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written

communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and

policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.

systems, etc.
- Polite, professional phone voice.
- Ability to create and manage standby and rotational shift registers optimally to best support

business.

  • Call Centre Agent

    7 days 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

    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

    2 months 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

    23 hours 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

    6 days 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

    7 days 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

    2 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

    2 months 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

    23 hours 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 months ago

    Johannesburg, 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...

  • Call Centre Manager

    3 months ago

    Johannesburg, South Africa Boardroom Appointments Full time

    Job PurposeManages 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

    4 weeks ago

    Johannesburg, South Africa Boardroom Appointments Full time

    Job PurposeManages 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

    1 week 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

    3 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...