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Call Centre Manager

2 weeks ago

Pinetown, KwaZulu-Natal, South Africa Kukhanya Energy Services Full time R90 000 - R120 000 per year
Introduction

Kukhanya Energy Services is a well-established company, innovative and growing company providing Energy Solution to rural communities in South Africa. We are seeking an experienced and dynamic Call Centre Manager to join our growing team. Based at our Pinetown head office, the successful incumbent will oversee all daily operations, ensure exceptional customer service delivery, manage call centre agents and supervisor, implement process improvements, and align call centre performance with the company's business objectives.

This role requires a proactive and technically competent leader who can drive productivity, ensure compliance with company policies, and foster a professional, customer-centric environment.

Duties & Responsibilities

Operational Management:

  • Manage and oversee the day-to-day operations of the call centre to ensure optimal efficiency and customer satisfaction.
  • Develop, implement, and maintain standard operating procedures (SOPs) for call handling, escalation processes, and data management.
  • Monitor call volumes, response times, and agent productivity to ensure service level agreements (SLAs) are met.
  • Coordinate with technical and field teams to ensure timely resolution of customer issues related to solar kits and energy services.
  • Ensure compliance with internal policies, data protection laws, and customer confidentiality standards.

Team Leadership & People Management:

  • Supervise, mentor, and motivate call centre staff, ensuring a high-performance culture.
  • Conduct regular performance reviews, identify training needs, and implement development plans for call centre agents.
  • Manage scheduling, attendance, and workforce planning to ensure adequate staffing levels.
  • Foster a positive and collaborative working environment that encourages accountability, respect, and teamwork

Customer Service & Quality Assurance:

  • Handle escalated customer complaints and ensure prompt, professional resolution.
  • Monitor call recordings and feedback to ensure high standards of communication and service quality.
  • Track and analyse customer satisfaction data and implement continuous improvement initiatives.
  • Serve as the point of escalation for complex technical or service-related issues.

Reporting & Performance Management:

  • Prepare and present regular reports on call centre metrics, including call volumes, service levels, agent performance, and customer feedback.
  • Analyse trends and recommend corrective actions to improve service delivery.
  • Implement performance targets and develop key performance indicators (KPIs) for the team.

Process & Technology Management:

  • Ensure effective use of the company's call centre systems, CRM tools, and telephony software.
  • Collaborate with IT and Operations to optimise system functionality and improve customer experience.
  • Identify opportunities for automation and process enhancement within the call centre environment.
Desired Experience & Qualification
  • Bachelor's degree in Business Administration or suitable alternative tertiary qualification.
  • Experience working across multiple call centre environments or companies is highly advantageous.
  • Strong understanding of call centre operations, metrics, and technology platforms (CRM, ticketing systems, etc.).
  • Proficient in Microsoft Office Suite and data reporting tools specifically Excel – a test may be required.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication, interpersonal, and leadership abilities.
  • Ability to manage high-pressure situations and resolve customer and staff-related conflicts effectively.
  • Strong leadership and people management skills.
  • Results-driven and performance-focused.
  • High attention to detail and organisational ability.
  • Integrity, professionalism, and discretion.
  • Customer-focused with a commitment to service excellence.
  • Ability to work independently and collaboratively across teams.
Interested?