Call Centre Manager

6 days 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 Qualification:

- Degree in a relevant field or
- Certificate in Call Center management processes
- 5 years of experience in Client Service/ 5 years Contact Centre Environment as a Manager

Key Performance Areas:
Contact Centre Operations Management

People and Performance Management

Strategic, Leadership, and Business Management

Client Relationship Management

Teamwork

Self-Development

Competency Requirements for the Position:
Knowledge:

- Knowledge and understanding of Contact Centre policies, procedures, processes, and practices that facilitate Client Strategy
- MS Office proficiency
- IR knowledge and compliance
- Quality Assurance processes and procedures
- Training methodologies
- Expressed and implied ethical responsibilities
- Understanding of LearnMe strategy, general business management principles, change management principles, and business strategy

**Skills**:

- Interpersonal skills
- Strong written and verbal communication skills
- Management skills
- Multi-tasking
- Query handling
- Analytical skills
- Project management
- Motivating people
- Presenting skills
- Skills development and training
- Strategic thinking
- MIS report compilation
- Resource management
- Risk management
- High-performance teaming
- Leading change

Personal Characteristics:

- Passion for customers and delivering extraordinary customer service
- Analytical thinking
- Attention to detail
- Problem-solving
- Planning, prioritizing, and monitoring
- Flexibility
- Stress management
- Professional image/visibility
- Building relationships
- Teamwork
- Client responsiveness
- Business acumen
- Participative leadership
- Service-oriented
- People management
- Customer orientation
- Judgment and decision-making

Key Performance Indicators:
Contact Centre Operations Management:

- Client satisfaction ratings
- Employee satisfaction surveys
- Achievement of Contact Centre Service Level Agreements (SLAs)
- Call answering targets (80% answered in 20 seconds, less than 2% abandoned rate)
- First call resolution rate (50%)
- Client satisfaction on survey results
- Quarterly review of KPIs and processes
- Monthly reporting of SLAs and response time
- Adherence to Contact Centre policies and procedures
- Monthly QA monitoring reports
- Utilization of knowledge articles and templates
- Successful implementation of new services or clients
- Go-live of new products or support areas

Client Relationship Management:

- Monthly meetings with management team to address client complaints and trends
- Achievement of Client Satisfaction Survey SLA
- First Call Resolution improvement target
- Use of templates and knowledge articles by consultants
- Client satisfaction survey and QA assessment reports

People and Performance Management:

- Positive response rate to employee satisfaction surveys
- Low staff attrition rate
- Career path documentation
- Quarterly performance review
- QA monitoring of interactions
- Manpower statistics and reporting
- Employee satisfaction and turnover reports

Strategic, Leadership, and Business Management:

- Achievement of national and international benchmarks
- Alignment of Contact Centre with client requirements and SLAs
- Successful implementation of new areas of support or products
- Compliance with legal and regulatory requirements

Teamwork:

- Successful team building events
- Employee satisfaction surveys

Self-Development:

- Implementation of career development plans
- Feedback on training requirements
- Training attendance

Contact Mark du Plooy at Recruitment Legends

**Job Types**: Full-time, Permanent

**Salary**: R30,000.00 - R45,000.00 per month

Ability to commute/relocate:

- JHB, Gauteng: Reliably commute or planning to relocate before starting work (required)

  • Call Centre Manager

    1 week 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

    6 days 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

    6 days ago

    Johannesburg, South Africa MMWENTZEL Full time

    We requires the services of a Call Centre Manager that is motivated, dynamic and willing to get the job done at all costs. **Responsibilities**: - Hire, train, coach and lead call centre team as they provide services to our customers. - Supporting call centre agents through difficult calls, defusing angry customers and assisting the team members where...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, South Africa EXACUSURE Full time

    Job includes basic salary plus commission Overseeing daily operations of the call centre. Hire, onboard, train call centre personnel. Meet set sales targets. Must be customer service orientated & energetic, previous experience in call centre management an added advantage **Salary**: R10,000.00 per month

  • Call Centre Manager

    3 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...

  • Call Centre Manager

    7 days 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...

  • Call Centre Manager

    4 days ago

    Johannesburg, South Africa Quantanite Full time

    **About Us** At Quantanite, we are a premier BPO provider committed to delivering exceptional customer service solutions. Our work environment is dynamic, inclusive, and fosters innovation, collaboration, and professional growth. If you are passionate about leading teams, optimizing operations, and enhancing customer experiences, you’ll thrive with...

  • Call Centre Manager

    2 weeks ago

    Johannesburg, South Africa Goldman Tech Resourcing Full time

    **Job Information** - Location- Recruitment Agency / Vacancy in Johannesburg- Salary- R480k -R360k p/a- Job Type- Permanent- Education- Degree/Diploma- Experience- 3-4 years- Reference- Callcentre- - it.careers(at)goldmantech.co.za- Fax- 0866688041We have an amazing opportunity for a Call Centre Manager in Johannesburg - 3-4 years’ call centre experience -...

  • Call Centre Manager

    4 weeks ago

    Sandton Johannesburg, South Africa Ubuntu Markets Full time

    Call Centre Manager -5 years Minimum experience in Call Centre management -Managed at least a team of 30 or more agents at a time -Responsible for the day-to-day operations of a call centre, -Setting performance goals and targets -First preference is given to those in the Financial/Insurance/Trading industry - Developing and implementing effective sales...

  • Call Centre Manager

    2 weeks 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...

  • Group Call Centre Manager

    2 weeks ago

    Johannesburg, South Africa Richfield Graduate Institute of Technology Full time

    The Group Call Centre Manager is responsible for overseeing all aspects of call centre operations, ensuring optimal performance, team development, and customer satisfaction while driving target achievement and operational efficiencies. Group Call Centre Manager duties and responsibilities: **Operational Management** - Lead the daily operations of the call...

  • Call Centre Supervisor

    7 days ago

    Johannesburg, South Africa Pink Elephant Full time

    We are seeking a skilled and dynamic Supervisor to oversee Call Centre operations and manage the INFOR EAM system's security and administration. This role requires a strong leader who can enhance call centre performance, drive process improvements, and effectively manage user access and data integrity within the INFOR EAM system. **Key...

  • Customer Services Agent

    7 days 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 Trainer

    1 week ago

    Johannesburg, South Africa PRR Recruitment Services Full time

    Calling All Sales Trainers I am looking for a Call Centre Trainer preferably from the Insurance industry 2+ Years Call Centre Trainer experience Call Centre Background (Call Centre Sales Trainer Vacancy - not a Call Centre Vacancy)

  • Call Centre General Manager

    2 weeks ago

    Johannesburg, South Africa RJPersonnel Full time

    5years - Manage operations and teams - hourly, daily and monthly KPIs - Hiring, training, coaching, and leading call centre & sales representatives as they provide support for customers - Maintain and grow existing relationships with clients - Contribute to improving our current products and services - Actively seek out and pursue new opportunities -...

  • Call Centre Trainer

    6 days ago

    Johannesburg, South Africa African Recruitment Full time

    **Role**: Call Centre Training /Facilitating **Duties**: - Call Centre Trainer * **Skills and Experience**: - Accredited Call Centre Trainer - Facilitator - Client services - Matric - Deadline and target driven - Drivers License and own vehicle added advantage. **Job Types**: Full-time, Temporary Contract length: 8 months **Education**: - High School...

  • Centre Agent Call Centre

    2 weeks ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 69104 **Job Type** - Permanent **Job Title** - Centre Agent Call Centre **Computer Skills** - Microsoft **Industry** - Service **City** - Johannesburg (CBD) **Province** - Gauteng - Handle telephone queries. - Record all calls received. - Attend to all claims queries received for the Funds. - Utilising the documents system correctly...

  • Senior Call Centre Manager

    6 days ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Call Centre; Insurance - Market Related | Negotiable - Job ref: OEM000011/LvdW - Vacancy type: Permanent SHIFTINTOHIGHCAREER to a long established and highly successful Financial Services Group who requires the services of a Senior Call Centre Manager **Minimum Requirements** - Minimum of 10 years’ experience within the...

  • Call Centre Agent

    1 week ago

    Johannesburg, South Africa People Dimension Full time

    **Job Description/Duties**: - Call Centre Agent for an IT Services and Repair Centre. **Minimum Requirements**: - Matric - Call Centre Agent, with experience. - IT Sector knowledge. - Excellent English communication skills and customer service.

  • Call Centre Supervisor

    1 week ago

    Johannesburg North, South Africa Nova Connect Full time

    **MAIN PURPOSE OF POSITION** - Provide dynamic leadership to our warm up team. - Guide and motivate the team. - Achieve required daily and monthly targets. - Manage employee turnover rate. - Focus on consistently improving performance and process. - Implement an annual performance review process for all team leaders KEY ACCOUNTABILITIES: - Efficiently...