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Call Centre Operational Lead

2 weeks ago

Pretoria East, South Africa Network Recruitment Full time

At Network Recruitment, we are seeking an experienced Call Centre Operational Lead to drive KPI performance and operational excellence in our dynamic contact centre.

Key Responsibilities:
  • Recruit, train, coach, and lead a team of Call Centre Agents
  • Analyse call centre data to improve service delivery and efficiencies
  • Handle escalations, coach teams through complex issues, and manage team meetings
  • Develop and implement process improvements to enhance operational efficiency
  • Monitor service levels and ensure goals are met

The ideal candidate will have a strong background in call centre management, with experience in driving KPI performance and improving operational efficiency. They will also possess excellent communication and leadership skills, with the ability to motivate and develop a team of Contact Centre Agents.

As a key member of our operations team, you will play a critical role in ensuring the success of our contact centre. If you have a proven track record in call centre management and are looking for a new challenge, please apply now.