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  • Contact Center Manager - Johannesburg - AIMS International South Africa

    AIMS International South Africa
    AIMS International South Africa Johannesburg

    2 weeks ago

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    Description

    Job Title: National Call Centre Manager

    Are you a dynamic leader with a proven track record of managing a 24-hour contact centre in a fast-paced fintech environment? Do you thrive on delivering customer service excellence while ensuring operational efficiency?

    This is an exciting opportunity for a seasoned professional to join our team and lead the charge in delivering world-class client service.

    Key Responsibilities:

    • Lead and inspire a team of supervisors, agents, and support staff across Cape Town and Johannesburg to deliver exceptional client service.
    • Strategically manage call centre operations, ensuring low response times and exceptional client satisfaction.
    • Develop and implement strategies informed by real-time data to exceed performance metrics.
    • Ensure the seamless implementation of quality standards, HR policies, and best practices in call centre management.
    • Oversee financial planning and resource allocation to optimise resources and control costs.
    • Champion employee development through training, coaching, and performance feedback.

    Requirements:

    • A relevant tertiary qualification in Business Management or similar is highly desirable.
    • At least 5 years of experience in a call centre environment, with a minimum of 4 years in people management.
    • Proven ability to manage a 24-hour call centre, with expertise in strategic planning and operational management.
    • Proficiency in ERP/CRM systems and strong organisational, project management, and communication skills.
    • A natural leader who is customer-focused, results-driven, and thrives under pressure.

    Why Choose Us?

    • Be part of a forward-thinking fintech company that values innovation and client-centricity.
    • Lead a pivotal department that directly impacts business growth and client satisfaction.
    • Opportunity to work with cutting-edge technology and systems in a collaborative environment.

    Location:

    This role is based in Midrand, Gauteng, overseeing operations in Cape Town and Johannesburg. You will be expected to travel to Cape Town regularly.


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