Head of Operations: Call Centre

2 weeks ago


Cape Town, South Africa StaffCentral Consulting Full time

**Job Duties/Responsibilities will include**:
Manage operations and teams - hourly, daily and monthly KPIs

Hiring, training, coaching, and leading call centre and 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

Contribute to the development and implementation of marketing strategies

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, analysing call centre data and taking appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Taking on other tasks or projects to support employees, other managers, and call centre operations

University degree in related field

At least 5 years’ experience as call centre manager or in customer service

Experience working with Microsoft Office, specifically Excel

Data analysis experience Proficiency in data analytics (crucial)

Ability to multitask and remain calm under pressure

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

Knowledge of management and customer service principles and policies

Strong coaching and leadership skills, ability to motivate employees

Decisiveness and attention to detail

Polite, professional phone voice

Excellent leadership skills



  • Cape Town, South Africa Call Centre Staffing Full time

    Western Cape, CPT - Northern Suburbs - R 9 600 Monthly Basic Plus Commission Our client based in the Northern Suburbs is looking for Call centre consultants to start working on the 1st of May 2023. **Requirements**: - 1 year cold calling experience. - 1 year of customer services experience. - Matric - Must be fluent in Afrikaans and English. - Must reside...

  • Call Centre Agents Needed

    Found in: Talent ZA 2A C2 - 3 weeks ago


    Cape Town, South Africa NCR Management Centre Full time

    NCR Management Centre, an outbound Call Centre has an exciting opportunity for dynamic and energetic individuals to assume the responsibility as a Call Centre Agent - reporting to the Floor Manager. The successful candidates are required to have excellent verbal and written communication skills in English. A second and third language would be advantageous in...

  • Call Centre Agents Needed

    Found in: Whatjobs ZA C2 - 6 days ago


    Cape Town, South Africa NCR Management Centre Full time

    NCR Management Centre, an outbound Call Centre has an exciting opportunity for dynamic and energetic individuals to assume the responsibility as a Call Centre Agent - reporting to the Floor Manager. The successful candidates are required to have excellent verbal and written communication skills in English. A second and third language would be advantageous...


  • Cape Town, South Africa HR Innovation Full time

    As the Call Centre Manager for the Credit and Transactional Banking Department, your role is multifaceted and crucial for ensuring smooth operations and excellent customer service - Hiring, Training, and Motivating Team Members: Recruit, train, and prepare Call Centre team members to deliver excellent customer service. Provide ongoing coaching, support, and...

  • Call Centre Manager

    2 days ago


    Cape Town, South Africa Recruitment Solutions Full time

    As the Customer Call Centre Manager - you will be responsible for the managing of the INBOUND and smaller outbound team of consultants. Oversee the day to day management, performance and ongoing development of teams. If you are a professional, high-performing individual with exceptional leadership and client service skills, then this might be a great...

  • Call Centre Operator

    2 weeks ago


    Cape Town, South Africa Truworths Full time

    At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry. Take a walk through our stores or offices and you'll encounter an infectious love of fashion and a tangible will to succeed among the people who make...

  • Call Centre Co-ordinator – Parklands North

    Found in: Talent ZA 2A C2 - 3 weeks ago


    Cape Town, South Africa Service Solutions Full time

    Call Centre Co-ordinator Parklands NorthOur client, South Africas largest importer, manufacturer and supplier of mobility goods and aids for the elderly and our head office is located in the Rivergate Business Park in Parklands North. They advertise and sponsor programs extensively on DSTV to generate enquiries for their products. Their call centre...


  • Cape Town, South Africa Call Centre Staffing Full time

    Customer Services Agents wanted to service global clients with a leading vehicle brand. At least 2 years call centre customer services experience in both voice and the digital space. Matric Clear Credit and Criminal records Ability to work shifts including weekends and public holidays a passion for cars **Salary**: From R9,000.00 per month Ability to...

  • Operations Manager

    2 days ago


    Cape Town, South Africa TrudyQ Consulting Full time

    This role is primarily responsible for Client Relationship Management at the Program Level and Performance & People Management. **Minimum Requirements**: - 8 years of experience with Life and Annuities Retirement Plan Services × General loans eligibility and Transaction processing × Hardship Withdrawals and High-Risk Transactions × Pension Risk...

  • Call Centre Consultants – Parklands North

    Found in: Talent ZA 2A C2 - 3 weeks ago


    Cape Town, South Africa Service Solutions Full time

    Call Centre Consultants Parklands NorthOur client, South Africas largest importer, manufacturer and supplier of mobility goods and aids for the elderly and our head office is located in the Rivergate Business Park in Parklands North. They advertise and sponsor programs extensively on DSTV to generate enquiries for their products. Their call centre...

  • Call Centre Agent

    5 hours ago


    Cape Town, South Africa CallForce Direct Full time

    OUTBOUND CALL CENTRE AGENTS NEEDED! **REQUIREMENTS**: - English language proficiency - Minimum 1-year outbound sales experience within an international centre is MANDATORY **SHIFTS**: MONDAY TO SATURDAY ROTATIONAL SHIFTS FROM 3PM TO 4AM PAID PER PRODUCTIVE HOUR SHIFT AND TRAVEL ALLOWANCE PROVIDED **CAPE TOWN CITY CENTRE** **WhatsApp your CV - 066 461...

  • Call Centre Agent

    4 days ago


    Cape Town, South Africa Merchants SA Full time

    Are you wanting to become a call centre customer service agent Merchants SA is the the perfect place to be. We are expanding and looking for customer service agents to join our local contact centre based in Salt River. - Matric or equivalent - Excellent customer service skills - Excellent communication skills - 6 months + Call Centre Experience - Flexible to...

  • Call Centre Agent

    5 hours ago


    Cape Town, South Africa Merchants SA Full time

    Are you wanting to become a call centre customer service agent Merchants SA is the the perfect place to be. We are expanding and looking for customer service agents to join our international contact centre based in Salt River. - Matric or equivalent - Excellent customer service skills - Excellent communication skills - 6 months + Call Centre Experience -...

  • Sales Consultant

    3 days ago


    Cape Town, South Africa Call Centre Staffing Full time

    Western Cape, CPT - Northern Suburbs - R7 000 (Uncapped Commission) Our client is looking for Sales Consultants for their Call Centre based **Somerset West.** To sell medical cover. **Responsibilities**: - Sales of health insurance packages. - Reach and exceed sales target. - Keep accurate records and ensure data integrity through updating relevant Lead...

  • Call Centre Agents

    Found in: Talent ZA C2 - 3 weeks ago


    Cape Town, South Africa MindMatch Consulting Full time

    Call Centre Agents for a upmarket UK clientPermanent position1+ year call centre experience (non-negotiable)BPO experience is advantageousNight shift only - 2pm - 6amMonday - SundayClear articulationExcellent written skillsNo credit or criminal record 

  • Call Centre Agent

    3 days ago


    Cape Town, South Africa Curiska (Pty) Ltd Full time

    Technical services primary contact, answering incoming calls from customers who want support, responding to inquiries, managing complaints, troubleshooting customer service problems (Hardware and software support), login and closing calls, provide general services information. **Responsibilities**: - Supply First-Line support _ Hardware support - Manage...


  • Cape Town, South Africa Kinesis (Call centre staffing) Full time

    **Duties and responsibilities included** Answer incoming calls and make outbound calls. Returning calls when needed. Following up on requests. Liaising with relevant stakeholders to address queries/complaints. Update information on the system. **Requirements**: Grade 12 2 years Contact Centre experience. Credit and Criminal Clear. **Must be able to...

  • Call Centre Agents

    Found in: Whatjobs ZA C2 - 3 days ago


    Cape Town, City of Cape Town, Western Cape, 8001, South Africa FreeRecruit Full time

    Matric1 Year Call Centre experienceMust be able to work independently, Must be able to work under pressure, Must have a good working track record, Excellent problem solving skills, Excellent communication skills   Duties:–  Full Inbound Call Centre functions–  Taking calls–  Data Capturing–  Client liaison–  Confirming clients information on...


  • Cape Town, South Africa Kinesis (Call centre staffing) Full time

    **Duties and responsibilities included** Answer incoming calls and make outbound calls. Returning calls when needed. Following up on requests. Liaising with relevant stakeholders to address queries/complaints. Update information on the system. **Requirements**: Grade 12 2 years Contact Centre experience. Credit and Criminal Clear. **Must be able to...

  • Sales Consultant

    3 days ago


    Cape Town, South Africa Call Centre Staffing Full time

    Western Cape, CPT - Southern Suburbs - R 12 000 Monthly Basic Plus Commission Sales consultant needed for one of the biggest insurance call centres in Cape Town. **Responsibilities**: Selling long-term Insurance Adherence to Quality and Compliance processes to minimize business risk. Meet set KPIs. Manage customer queries. Keep updated on trends in the...