Call Centre Manager

1 week 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 us.

Position Overview

**Key Responsibilities**

**Team Leadership**:
Lead, mentor, and develop a team of supervisors and agents.
Conduct regular performance evaluations, provide constructive feedback, and support professional development to ensure high levels of team performance and engagement.
Operational Management:
Oversee daily call centre operations to ensure adherence to service level agreements (SLAs) and quality standards.
Manage scheduling, staffing, and resource allocation to optimize performance and efficiency.
Performance Monitoring:
Track and analyze key performance indicators (KPIs) and metrics to assess call centre performance.
Prepare and present detailed reports on operational performance, customer satisfaction, and service quality to senior management.
Process Improvement:
Identify areas for improvement in call centre processes and implement changes to enhance service quality, operational efficiency, and customer experience.
Drive initiatives to reduce call handling times, improve first-call resolution, and increase customer satisfaction.

**Customer Experience**:
Ensure all customer interactions meet company standards for quality and professionalism.
Address and resolve escalated customer issues and complaints promptly and effectively.
Training and Development:
Develop and implement comprehensive training programs for new hires and ongoing development for existing staff.
Ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively.

**Technology Management**:
Oversee the use and maintenance of call centre technologies and systems.
Collaborate with IT and vendors to ensure systems function optimally and support the call centre’s needs.

**Compliance**:
Ensure the call centre operates in compliance with company policies, procedures, and regulatory requirements.
Conduct regular audits and implement corrective actions as needed.

**Qualifications**

**Education**:
Bachelor’s degree in Business Administration, Management, or a related field preferred. Equivalent work experience will be considered.

**Experience**:
Minimum of 5-7 years in a call centre environment.
At least 2-4 years in a managerial or supervisory role.

**Skills**:Strong leadership and team management capabilities.
Excellent analytical and problem-solving skills.
Proficiency in call centre software and CRM systems.
Superior verbal and written communication skills.
Attributes:
Ability to manage multiple tasks and prioritize effectively.
Strong decision-making skills.
Proactive and results-oriented mindset.
Ability to work under pressure and handle challenging situations.

**Certifications**:
Relevant certifications (e.g., Call Centre Management, Six Sigma) are a plus.

**What We Offer**

**Competitive Benefits Package**:
Medical Aid Subsidy
Group Life Insurance
Funeral Cover
Provident Fund
Transport Allowance
Shift Allowance (based on US shifts)
Professional Development:
Comprehensive training programs to enhance managerial and operational skills.
Opportunities for career advancement and professional growth within the company.

**Work Environment**:
A supportive and innovative work culture focused on teamwork and continuous improvement.
Collaborative atmosphere where your ideas and contributions are valued.

**How to Apply**

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Quantanite and lead our call centre to new heights of excellence

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