Manager

4 days ago


Rivonia, South Africa Alpha collections Full time

We are a dynamic insurance brokerage representing several leading providers. We are seeking an experienced **Call Center Manager** to oversee our sales and service teams, ensuring efficient operations, exceptional customer service, and achievement of business objectives.

**Key Responsibilities**

**Leadership & Team Management**:

- Lead, coach, and motivate a team of sales and customer service representatives.
- Monitor team performance and ensure adherence to KPIs, including sales targets, customer satisfaction, and call handling time.
- Implement training programs to enhance skills and product knowledge.

**Sales & Customer Service**:

- Manage inbound and outbound sales inquiries, focusing on conversion rates.
- Support upselling and cross-selling initiatives.
- Ensure escalated issues are resolved efficiently, maintaining high customer satisfaction.

**Operational Efficiency**:

- Optimize workflows, call scripts, and CRM usage to improve productivity.
- Analyze data and generate performance reports for senior management.
- Develop strategies for continuous process improvement.

**Collaboration**:

- Coordinate with internal teams to ensure seamless service delivery.
- Act as the main point of contact for client feedback and implement improvements.

**Requirements**:

- **Education**:

- Grade 12 (Matric) is essential.
- Relevant tertiary qualification is advantageous.
- **Experience**:

- Minimum 3 years of proven management experience in a call center environment, preferably within the insurance industry.
- Strong background in sales and client service.
- **Skills**:

- Proficiency in CRM systems and call center technology.
- Exceptional communication, leadership, and problem-solving abilities.
- Experience in budgeting, financial analysis, and reporting.

**Key Attributes**
- Results-driven with a strong focus on achieving targets.
- Organized, adaptable, and able to handle multiple priorities.
- Customer-centric mindset with a commitment to treating customers fairly.

**Why Join Us?**
- Be part of a forward-thinking, fast-paced environment.
- Work with a team that values collaboration and excellence.
- Opportunity to contribute to a growing business and make a real impact.

If you meet the requirements and are ready to take on a leadership role, we’d love to hear from you

**How to Apply**:


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