Call Centre Manager

Reference: 10183 MLR
Consultant: Michelle le Roux 

Job Description: 

• Leadership & Team Management
• Manage a 120-seater call centre consisting of team leaders and call centre agents.
• Monitor call centre performance and ensure adherence to daily/weekly/monthly operational targets.
• Develop, identify and enhance team leadership skills to represent staff with excellence.
• Develop, implement and maintain training programs to enhance skills, performance and product knowledge.
• Operational Efficiency
• Develop, implement and maintain call strategies in line with company strategic objectives.
• Optimize workflows, call scripts and internal processes to ensure optimised productivity.
• Analyse call centre related performance and compliance data and develop action plans to address improvement required.
• Develop strategies for continuous improvement.
• Human Resource Management
• Assist with on-the-job training of all newly appointed employees.
• Continues training of agents who do not meet operational targets.
• Enforce all company policies to ensure adherence and follow prescribed human resources processes and procedures to identify and rectify all non-adherence and initiate disciplinary actions where necessary.

Qualifications: 

• Grade 12 (Matric) is essential.
• Relevant Tertiary diploma/degree
• Minimum 3 years of proven management experience in a call centre environment, preferably within the debt collections or financial industry.

How to Apply: 

• Email your comprehensive CV to exceedhr@exceed.co.za. 
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system. 
• We reserve the right to only conduct interviews with candidates of choice. 
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful. 

 

Submit CV

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