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- 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.
- 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.
- 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.
Contact Center Manager - Johannesburg - AIMS International South Africa

2 weeks ago

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:
Requirements:
Why Choose Us?
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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