Call Centre Operations Manager

2 weeks ago


Johannesburg, Gauteng, South Africa Quantanite Full time
About the Role

We are seeking a highly skilled and experienced Call Centre Manager to join our team at Quantanite in Johannesburg, South Africa.

Key Responsibilities
  • Lead a team of call centre agents to achieve business objectives and deliver exceptional customer service.
  • Develop and implement efficient operating models to drive business growth and improve customer satisfaction.
  • Collaborate with the sales organisation to onboard new clients and drive revenue growth.
  • Work closely with Operations Directors to develop and implement processes, procedures, and methodologies to improve forecasting and budgeting.
  • Manage and develop the skills of call centre agents, including training and development for new hires and career growth.
  • Ensure compliance with legislation and company policies, and enforce rules and policies within the call centre.
  • Oversee overall performance and service level agreements.
Requirements

To be successful in this role, you will need:

  • Proven ability to lead call centre agents to achieve growth and success.
  • Excellent English communication and interpersonal skills.
  • A desire to build a long-term career with Quantanite.
  • Outstanding communication and negotiation skills.
  • High integrity, honesty, and transparency.
  • A Bachelor's degree is desirable, as is project management and/or training experience.
  • Strong PC, Microsoft Windows, and Internet usage skills, as well as proficiency with ERP software and CRM tools.
  • Good experience in call centre platforms.
Competencies

We are looking for a professional with:

  • Emotional maturity and ethics.
  • A strong, proactive, and customer-focused service mindset.
  • Strong interpersonal skills and ability to work well with diverse personality styles.
  • A high sense of responsibility, task ownership, and problem-solving skills.
  • Excellent planning, organisational, and prioritisation skills to meet deadlines and business plans.
  • A passion for customer service and the ability to remain calm under pressure.


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