ZMO 15058 - Call Centre Manager

Recruiter:

Professional Career Services

Job Ref:

ZMO 15058 - Call Cen..

Date posted:

Thursday, March 20, 2025

Location:

Pretoria, South Africa

Salary:

R30 000 – R60 000 negotiable depending on experience

SUMMARY:
Call Centre Manager

POSITION INFO:

Employer Description

Call centre in the Automotive industry based in Pretoria

Job Description

Our client is looking for a Call Centre Manager to lead and oversee their dynamic team. The ideal candidate will be responsible for ensuring efficient operations, exceptional customer service and team performance.

Responsibilities:

Sales & Retention

Recruit, manage, and retain a high-performing sales & retention team.
Monitor KPIs, sales targets, and drive customer service excellence.
Identify growth opportunities and implement process improvements.

Efficiencies & Effectiveness

Optimize productivity through performance monitoring and best practices.
Ensure SLA adherence and streamline operations to enhance efficiency.
Lead daily/weekly meetings and collaborate with departments for a smooth workflow.

Manage Team Performance

Conduct capacity planning to ensure adequate resources.
Motivate and manage teams with clear KPIs and performance tracking.
Maintain high morale through engagement activities and incentives.
Tracking daily targets and assisting in adjusting strategies as needed.

Reporting & Compliance

Provide client updates, track performance and analyze data for insights.
Ensure compliance with company policies and regulatory requirements.
Optimize processes through automation and workflow improvements.

Qualifications

Bachelor’s degree in business administration, marketing or a related field.

Skills

Uses effective interpersonal and communication skills to gain acceptance of and
commitment to plans, ideas and initiatives.
Makes client and business needs a primary focus.
Builds rapport and constructive relationships with stakeholders.
Considers how actions or plans will affect the client’s requirements and existing
environment.
Implements effective ways to monitor and evaluate client concerns, issues and
satisfaction.
Identifies and distinguishes between critical and less critical activities and adjusts
priorities according to business impact
Uses time effectively and prevents irrelevant issues or distraction from interfering with
work completion
Strong analytical and problem-solving skills, with the ability to identify issues and
develop effective solution
Leadership abilities, with a focus on coaching, mentoring and developing team
members.

Benefits