Call Center Manager

5 days ago

Johannesburg, South Africa Bytestream-ICT Full time

**Job Title**: Lead Generation Manager

**Location**: Johannesburg, Gauteng

**Job Type**: Full-time
**Pay**: From R15,000 per month + Commission

**Overview**:
**Responsibilities**:

- **Productivity and Performance Management**:

- Actively monitor agents' real-time productivity to achieve Bytestream's lead generation and revenue goals.
- Track and report daily performance metrics and productivity to ensure associates meet or exceed lead quality and volume targets.
- Analyze and manage work volume statistics to optimize resource allocation.
- **Coaching and Development**:

- Provide continuous coaching to agents to enhance quality, performance, and productivity.
- Develop and implement individual and team goals, creating actionable plans to support agents in reaching their targets.
- Motivate and recognize high-performing agents through incentive programs.
- **Performance, Conduct, and Attendance Management**:

- Regularly monitor calls to ensure agents uphold professionalism, accuracy, and alignment with company and client standards.
- Provide solutions to complaints, and recommend corrective actions when needed.
- **Administrative and Operational Duties**:

- Manage attendance records through the timekeeping system, ensuring timely reviews and edits to maintain accurate payroll processing.
- Complete and deliver annual performance appraisals for agents, providing constructive feedback and growth opportunities.
- Conduct interviews and participate in hiring decisions with HR to maintain a strong, capable team.
- **Leadership and Team Coordination**:

- Directly manage a team of 30 agents in a dynamic call center environment, ensuring adherence to company standards and compliance with relevant laws.
- Organize work schedules and expedite workflow to meet production needs, adjusting as necessary to achieve optimal results.

**Qualifications**:

- **Experience**: At least 5 years of management experience, within a call center or lead generation setting.
- **Language Requirement**: Proficiency in Afrikaans is required (non-negotiable).
- **Location Requirement**: Must be able to reliably commute Johannesburg North, Gauteng, before starting the position.

**What Bytestream Offers**:

- A fast-paced, goal-driven environment with a focus on high-quality lead generation.
- Opportunities for career advancement within a growing company.
- A competitive base salary with performance-based incentives and commission.

If you’re a results-oriented leader with a passion for productivity and team development, we encourage you to apply. Join Bytestream and help drive our lead generation success.

**Job Types**: Full-time, Part-time

Pay: From R15 000,00 per month

Expected hours: 45 per week

**Experience**:

- Call center Manager: 5 years (required)

**Language**:

- Afrikaans (required)

**Location**:

- Johannesburg, Gauteng (required)

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