Customer Service Contact Centre Manager

4 weeks ago


Somerset West, South Africa HR Innovation Full time

The contact centre serves as a control centre for our bank branches nationwide, as well as providing essential services to customers for credit and transactional banking needs. We are looking for a results-driven individual who can effectively lead a team, optimise processes, and ensure exceptional customer service delivery.

Leadership: Provide strong leadership and direction to the contact center team, fostering a culture of accountability, collaboration, and continuous improvement.

Operations Management: Oversee all aspects of the contact center operations, including call volume management, workforce planning, scheduling, and performance monitoring.

Customer Service Excellence: Ensure that all customer interactions are handled professionally and efficiently, maintaining high standards of service quality and customer satisfaction.

Process Optimisation: Identify opportunities to streamline processes and enhance operational efficiency within the contact centre, implementing best practices and innovative solutions as needed.

Staff Development: Coach, mentor, and develop team members, providing regular feedback, training, and support to enable their professional growth and success.

Performance Management: Establish performance metrics and targets for the contact centre team, monitoring performance closely and taking corrective action as necessary to achieve goals.

Compliance and Quality Assurance: Ensure compliance with all relevant banking regulations and internal policies, conducting regular quality assurance checks to maintain adherence to standards.

Reporting and Analysis: Generate reports and analyse data to track key performance indicators, identify trends, and make data-driven decisions to improve the contact centre performance.

Stakeholder Management: Collaborate closely with other departments within the bank, as well as external partners, to ensure seamless coordination and alignment of goals and objectives.

Qualifications and Experience:
Grade 12

Bachelor's degree in Business Administration, Management, or a related field (beneficial)

Proven experience in contact centre management, with a minimum of 5 years in a leadership role

Experience in the banking industry

Strong understanding of call centre operations, technologies, and best practices

Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders

Demonstrated leadership abilities, with a track record of motivating teams to achieve targets and deliver exceptional results

Analytical mindset with the ability to interpret data, identify trends, and make informed decisions

Knowledge of relevant banking regulations and compliance requirements

Pay: R55 000,00 - R60 000,00 per month

Application Question(s):

- How many years management experience do you have in a contact centre environment
- How many years experience do you have in Banking?



  • Somerset West, Western Cape, South Africa HR Innovation Full time

    The contact centre serves as a control centre for our bank branches nationwide, as well as providing essential services to customers for credit and transactional banking needs. We are looking for a results-driven individual who can effectively lead a team, optimise processes, and ensure exceptional customer service delivery.Leadership: Provide strong...

  • Contact Centre Agent

    3 weeks ago


    Somerset West, South Africa The Agentsy BPO Full time

    The Agentsy BPO is currently looking for Contact Centre Agents with experience in a Customer Service or Sales environment. Individuals MUST be ready and able to hit the road running. Mandatory requirements include: - Minimum 2 years of Sales or Contact Center experience - Grade 12 - Great command of the English Language ( mandatory) or European Language (...


  • Somerset West, 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...

  • Branch Manager

    3 weeks ago


    Somerset West, South Africa Stodels Garden Centre Full time

    **Branch Manager (RETAIL GARDEN NURSERY)** Multi Award Winning Nursery-Stodels is looking for a dynamic **Branch Manager** to head up a team of Department Managers at our **Somerset-West Garden Centre**. The position will report directly to the **Operations Manager**. **Main duties**: - Responsible for Branch profitability - Management of entire garden...


  • Somerset West, South Africa The Agentsy BPO Full time

    The Agentsy BPO is looking for Financial Contact Centre Advisors ready to deliver stellar financial advice based on clients' needs. Mandatory Criteria: - Grade 12 - Minimum 3 years experience in the financial sales sector or a similar role ( beneficial) - Knowledge of insurance industries - Clear criminal record and credit check - Attention to Detail and...


  • Somerset West, South Africa The Agentsy BPO Full time

    The Agentsy is a group of fun-loving, dynamic individuals operating as a Business Process Outsourcing Center. Though we get the job done, we do it whilst having fun (see what we did there!?). If you are ready to add your very own personal flare to our organization then continue reading. The Agentsy is currently looking for 20 Multi-lingual Customer Service...


  • Somerset West, Western Cape, South Africa The Agentsy BPO Full time

    The Agentsy is a group of fun-loving, dynamic individuals operating as a Business Process Outsourcing Center. Though we get the job done, we do it whilst having fun (see what we did there?). If you are ready to add your very own personal flare to our organization then continue reading.The Agentsy is currently looking for 20 Multi-lingual Customer Service...


  • Somerset West, South Africa DSL Telecom Full time

    Are you enthusiastic about providing exceptional customer experiences? Do you thrive in dynamic environments where every day brings new challenges and learning opportunities? If you're someone who is eager to dive into the world of customer service and gain hands-on experience, then we invite you to explore this exciting...

  • Branch Manager

    2 weeks ago


    Somerset West, Western Cape, South Africa Stodels Garden Centre Full time

    Branch Manager (RETAIL GARDEN NURSERY)Multi Award Winning Nursery-Stodels is looking for a dynamic Branch Manager to head up a team of Department Managers at our Somerset-West Garden Centre. The position will report directly to the Operations Manager.Main duties: Responsible for Branch profitability Management of entire garden centre, department Managers and...


  • Somerset West, South Africa The Agentsy BPO Full time

    The Agentsy BPO is looking for experienced Contact Center Managers to lead dynamic and diverse teams. Individuals MUST be ready and able to hit the road running. Mandatory requirements include: - Coach and mentor call center agents through challenging customer service issues and sales. - Upskill agents to perform duties more efficiently. - Capture call...

  • Sales Consultant

    4 weeks ago


    Somerset West, South Africa Call Centre Staffing Full time

    Western Cape, Somerset West - Monthly (Uncapped Commission) Our client is looking for Sales Consultants for their Call Centre based in **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...


  • Somerset West, Western Cape, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Customer Support Agents in the Somerset West/Helderberg Area.We are a Somerset West-based contact centre, servicing a worldwide client base and we are looking for agents to join our team.If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and development programs and enjoy the...

  • Service Advisor

    5 days ago


    Somerset West, South Africa Astor Automotive Staff Full time

    **THIS POSITION REQUIRES FRANCHISED MOTOR DEALERSHIP EXPERIENCE** Do you want to work for a very well-known and highly regarded Motor Group and be at the centre of Cape Town’s Motor Dealership hub? We have a great opportunity for a customer orientated individual who has at least 2 years of service Advisor experience in a franchised motor dealership. You...

  • Service Advisor

    2 weeks ago


    Somerset West, Western Cape, South Africa Astor Automotive Staff Full time

    THIS POSITION REQUIRES FRANCHISED MOTOR DEALERSHIP EXPERIENCEDo you want to work for a very well-known and highly regarded Motor Group and be at the centre of Cape Town's Motor Dealership hub? We have a great opportunity for a customer orientated individual who has at least 2 years of service Advisor experience in a franchised motor dealership. You will be...


  • Somerset West, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Swedish Speaking Agents in the Somerset West/Helderberg Area. We are a Stellenbosch based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and development...

  • Sales Consultant

    2 weeks ago


    Somerset West, Western Cape, South Africa Call Centre Staffing Full time

    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 Management System Maintains relationships with clients and advises of changes in...


  • Somerset West, Western Cape, South Africa Stodels Garden Centre Full time

    Junior Department ManagerMulti Award Winning Nursery-Stodels is looking for a dynamic and physically fit Junior Department Manager to assist the Senior Department Manager at our Somerset-West Garden Centre. The position will report directly to the Senior Department Manager.RESPONSIBILITIES: Managing profitability and smooth operations of the department...


  • Somerset West, Western Cape, South Africa The Agentsy BPO Full time

    The Agentsy BPO is currently looking for Financial Contact Centre Advisors who are ready to deliver stellar financial advice based on clients needs.Mandatory Criteria: Grade 1 Minimum 3 years experience in the financial sales sector or a similar role ( beneficial) Knowledge of insurance industries Clear criminal record and credit check Attention to Detail...

  • Front of House Food

    3 weeks ago


    Somerset West, South Africa Tych Business Solutions Full time

    **Job ID**: 66799**Date Posted**: Posted 2 hours ago**Location**: Somerset West, Cape Town**Job Title**: FRONT OF HOUSE FOOD & SERVICE MANAGER - SOMERSET WEST - WESTERN CAPE **Specific duties include, but is not limited to the following**: Stock Control: - Conduct weekly and monthly stock counts. - Ordering of stock (to be signed off by Village Manager) -...

  • Call Centre Agent

    4 weeks ago


    West Rand, South Africa Adzuna ZA B C2 Full time

    Fastest growing Automotive Brand in SA is looking for a Client Service Call Centre Consultant. The position will be based in Roodepoort, West RandRequirements:Call Centre ExperienceCustomer CentricAutomotive industry background will be advantageousAvailable to work between 08h00 and 17h00Duties:Outbound callsEffectively supports customersMaintains high...