Call Centre Manager Sandton - Sandton
Business Capital Group
Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback Develop and implement strategies to improve team productivity and overall performance through incentives Conduct regular team meetings to communicate goals, targets, and updates, fostering a positive and collaborative work environment Monitor and evaluate individual and team performance, implementing corrective actions or recognition initiatives as needed Operations Management Monitor call centre metrics and key performance indicators (KPIs) to ensure service level agreements (SLAs) are met Implement and optimize call centre processes and procedures to improve efficiency and customer satisfaction Performance and Quality Assurance Ability to work in a fast-paced environment and adapt to changing priorities Stakeholder Engagement Responsible for retention of staff and succession planning. Ensuring fair and consistent application of company disciplinary procedures. Demonstrated success in managing contact centres Proven ability to work independently and efficiently manage a contact centre 7 years of management experience in a contact centre environment (Operations) Bachelor's degree / Diploma in a relevant field Extensive knowledge of contact centre procedures Exceptional problem-solving and decision-making skills Strong leadership and people management skills, capable of motivating and inspiring a team Analytical mindset, adept at interpreting data, identifying trends, and making data-driven decisions Proficiency in using call centre software, CRM systems, and reporting tools (Dreamtec experience advantageous) Effective problem-solving and decision-making abilities R55k p/m
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