Customer Service Director for Financial Operations

2 weeks ago


Centurion, Gauteng, South Africa Hello Group Full time

Job Summary

Hello Group seeks a seasoned Senior Call Centre Manager to lead our customer service team in Gauteng, Centurion.

About the Role

  • We are looking for a highly experienced professional with 7+ years of experience in call centre management and a degree in Business or related field.
  • The ideal candidate will have a proven track record of managing a large call centre team, leading by example, and driving high performance.

Key Responsibilities

Team Management:
  • Lead the hiring, onboarding, and training of Customer Service Consultants.
  • Coach, motivate, and support consultants to deliver top-tier customer service.
  • Conduct regular performance reviews and create development plans.
  • Deal with employee-related issues and disciplinary procedures.
Operations Management:
  • Oversee daily call centre operations, including inbound and outbound call flow, scheduling, and real-time performance monitoring.
  • Develop and improve processes to enhance efficiency, ticket management, and customer experience.
  • Analyse performance data to identify trends and areas for improvement.
  • Address and resolve escalated customer issues and complaints.
Quality Assurance:
  • Establish and monitor key performance indicators (KPIs) to ensure high service standards.
  • Implement quality assurance processes, including call monitoring and customer satisfaction assessments.
  • Ensure compliance with industry regulations and company policies.
Analysis and Reporting:
  • Conduct regular analysis of performance metrics and Call Centre data.
  • Produce weekly and monthly reports for senior management.

Salary and Benefits:

The estimated salary for this role is R1,200,000 - R1,500,000 per annum, depending on experience.

What We Offer:

  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.


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