Senior Call Centre Manager

2 months ago


Germiston, Gauteng, South Africa West Coast Personnel Full time

Job Title: Senior Call Centre Manager

Company: West Coast Personnel

Job Summary:

We are seeking a highly skilled and experienced Call Centre Manager to lead our high-performance team of Customer Liaison Officers (CLOs). As a key member of our organization, you will be responsible for delivering exceptional inbound and outbound CRM support to internal and external stakeholders.

Key Responsibilities:

  • Manage and develop a team of CLOs, ensuring performance standards are met and exceeded.
  • Monitor key performance indicators (KPIs) in real-time and provide coaching and guidance as necessary.
  • Conduct regular performance reviews and set objectives aligned with business goals and objectives.
  • Drive continuous improvement initiatives within the team, focusing on process enhancements and efficiency gains.
  • Ensure compliance with HR regulations and maintain accurate records and documentation.

Requirements:

  • Degree or diploma in Business Management or a related field.
  • 5 years of management experience in a call centre environment.
  • Proficiency in MS Office Suite and CRM platforms (Salesforce preferred).
  • Familiarity with SAP ERP Systems and BI Platforms.
  • Strong problem-solving and analytical skills.
  • Excellent communication abilities, both written and verbal.
  • Proven ability to build and maintain relationships.

What We Offer:

As a Call Centre Manager with West Coast Personnel, you will have the opportunity to work with a dynamic team and contribute to the success of our organization. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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