- Bachelor's or Master's degree in Business Management or a related field.
- At least 5 years of management experience in a Call Centre environment.
- Proficiency in Microsoft Office Suite and computer literacy.
- Familiarity with SAP ERP System and CRM platforms (Salesforce advantageous).
- Knowledge of Business Intelligence Platforms.
- Social media knowledge and complaints handling skills.
- Familiarity with Call Centre Management systems.
- Excellent writing skills and attention to detail.
- Proficiency in three or more of the 12 official South African languages will be beneficial.
- Build and maintain positive relationships with team members.
- Document performance agreements for direct reports.
- Intra-day monitoring of Key Performance Indicators (KPIs).
- Daily KPI statistics distribution.
- Closely monitor under-performers and provide coaching.
- Investigate root causes of underperformance and address promptly.
- Weekly coaching sessions on leadership competencies.
- Embed expected standards, job descriptions, and KPIs.
- Manage performance and ensure employee development.
- Foster engagement and alignment among team members.
- Conduct regular call listens and provide feedback.
- Monthly performance reviews and goal setting.
- Lead, motivate, coach, and develop direct reports.
- Recognize team members' contributions and celebrate successes.
- Promote continuous improvement and champion best practices.
- Ensure effective communication among team members.
- Proactively schedule training activities.
- Address challenging conversations and apply progressive performance management if necessary.
- Collaborate with HR to comply with regulations.
- Document all performance-related discussions.
- Identify and resolve problems creatively while demonstrating high integrity.
- Monitor attendance and adherence to scheduled shifts.
- Maintain accurate records for disciplinary purposes.
- Maintain high product knowledge standards and adhere to documented processes.
- Resolve customer complaints efficiently within the CRM platform.
- Support team members with difficult customers or complaints.
- Take ownership of escalated queries and provide end-to-end resolution.
- Promote a customer-centric culture within the team.
- Effectively implement changes to services and processes.
- Stay up-to-date with products, policies, procedures, and processes.
- Continuously manage backorders to meet On-Time-In-Full (OTIF) targets.
- Provide timely feedback to customers on order delays.
- Ensure daily productivity targets are met by the team.
- Contribute to weekly and monthly reports as required.
- Share updates with internal stakeholders on open orders and potential failures.
- Advise management on stakeholder-related matters.
- Implement and monitor stakeholder management systems.
- Evaluate resource utilization for efficiency and transparency.
- Contribute to budget preparation.
- Promote quality scores and drive achievement of CRM goals.
- Acknowledge and publicize outstanding performers.
- Display and manage performance progress.
- Comply with Health and Safety standards and regulations.
- Establish and maintain collaborative working relationships.
- Report Health and Safety concerns or incidents.
- Perform ad-hoc duties as requested by Line Manager.
- Manage relationships in accordance with policies, procedures, and laws.
- Document communications and orders for compliance and follow-up purposes.
-
Regional Manager JHB
3 days ago
Talented Recruitment JohannesburgRegional Maintenance Manager · Overview · We are seeking a seasoned logistics professional with strong leadership skills to serve as our Regional Maintenance Manager. · Duties & Responsibilities · Key Responsibilities: · Lead the Maintenance Team to Ensure a Safe Working Environm ...
-
Brand Manager JHB
1 week ago
Dynexity Pty Ltd City of Johannesburg Metropolitan MunicipalityBrand Manager for Central Nervous System Molecules · A highly skilled Brand Manager is needed to lead the strategic management of our CNS brand. · Duties & Responsibilities · This role involves overseeing market analysis, marketing execution, stakeholder engagement and ensuring c ...
-
Operations Manager JHB
1 week ago
Headhunters JohannesburgJob Title: · An Operations Manager is needed to oversee the efficient operation of a warehouse in an Electrical Wholesale environment. · Duties & Responsibilities · Lead and develop warehouse staff by promoting growth and care. · Administer employee rewards and discipline where n ...
-
Brand Manager JHB
1 week ago
Ultra Personnel : Pharmaceutical, Insurance, Engineering JohannesburgJob Description · We are seeking a skilled Brand Manager to join our team. · Duties & Responsibilities · Market Research and Analysis: Conduct thorough market research to understand the medical aesthetics sector, including trends related to aesthetic injectables. Analyze competit ...
-
Site Manager JHB
1 week ago
ManpowerGroup SA JohannesburgJob Summary · The Site Manager will be responsible for overseeing a full manufacturing site, requiring a comprehensive understanding of all areas of the facility. This includes managing personnel and labor relations, as well as plant operations. · Key Responsibilities · Conduct a ...
-
Development Manager JHB
6 days ago
Energy at Work JohannesburgSoftware Development Manager for Financial Sector · We seek a visionary Software Development Manager to lead our tech team and drive innovation in finance. · Position: Development Manager · Location: Sandton · Industry: Financial Services · Duties: · Lead developers in creating c ...
-
Project Manager JHB
1 week ago
ManpowerGroup SA JohannesburgJob Title: Project Manager · The role of a Project Manager is to oversee and lead projects from initiation to completion, ensuring timely delivery, quality results, and cost-effectiveness. · Key Responsibilities: · Project Management: Ensure project deliverables meet quality stan ...
-
Ecommerce Manager JHB
1 week ago
Prism Placements Johannesburge-Commerce Manager · Our organization seeks an e-Commerce Manager to oversee all aspects of e-commerce operations. This individual will be responsible for driving growth and success in our online presence. · Duties & Responsibilities · Manage e-commerce operations from start to f ...
-
Technical Manager JHB
1 week ago
ESG Recruitment JohannesburgTechnical Buyer Manager Position · This role is responsible for managing the technical aspects of procurement. · Main Responsibilities: · Oversee and coordinate technical buying processes · Ensure smooth operation of procurement activities · Collaborate with engineering teams to ...
-
Marketing Manager JHB
5 days ago
Luelle Consulting JohannesburgMarketing Manager - Activations - FMCG · A seasoned Marketing Manager is required to drive integrated consumer-centric brand activation through superior execution for an international FMCG brand. · Duties & Responsibilities · Project Management · Budget Planning and Execution · D ...
-
Technical Manager JHB
1 week ago
The HR Company JohannesburgTechnical Manager for Bakery Division · We are seeking a highly skilled Technical Manager to lead our Bakery Division. As the key technical advisor, you will provide strategic direction and support research and development, technical execution, and customer-facing initiatives. · ...
-
Project Manager JHB
1 week ago
Prism Placements JohannesburgProject Manager · About the Role · We are seeking a highly skilled and experienced Project Manager to join our team. The successful candidate will have a B-degree or National Diploma, Prince 2 certification, and a minimum of 3-5 years experience in managing projects from start to ...
-
Infrastructure Manager JHB
1 week ago
Be Different Recruitment JohannesburgKey Infrastructure Manager Role at Leading Cash Management Company · The successful candidate will be responsible for developing a comprehensive technology infrastructure strategy and implementing standards and procedures to ensure a secure, resilient, dependable, and non-redunda ...
-
Account Manager JHB
1 week ago
The HR Company JohannesburgKey Requirements and Skills · Matric · Tertiary education in sales is advantageous · Own transport · 5 years of experience working in a sales-driven environment. · Experience working in the ICT/Telecoms industry · Strong interpersonal and communication skills · Strong administrat ...
-
Quality Manager JHB
1 week ago
Ultra Personnel : Pharmaceutical, Insurance, Engineering JohannesburgQuality Manager · Well known private hospital group requires a Quality Manager. This position is based in Johannesburg South. · Duties & Responsibilities · The Quality Manager will report to the Hospital Manager and be a member of the hospital management committee (Manco). The ke ...
-
Hr Manager JHB
1 week ago
Objective Personnel JohannesburgHR Manager Position · Key Responsibilities: · The successful candidate will be responsible for overseeing the entire employment process, encompassing staff orientation and training, succession planning, staff welfare, industrial relations, and the implementation of HR initiatives ...
-
Inventory Manager JHB
1 week ago
E and D Recruiters JohannesburgParts and Inventory Manager (Construction Equipment) · Duties & Responsibilities: · Provide and distribute materials, products, equipment, and supervise staff. · Ensure workplace health and safety requirements are met. · Maintain control over inventory levels to meet demand. · Ma ...
-
JHB Regional Manager
1 week ago
The HR Company JohannesburgJob Description · The ideal candidate will be responsible for managing a team of +19 staff members, overseeing stock supply reliability, and implementing warehouse management efficiencies. · Main Responsibilities: · Stock control and management · Minimizing stock handling costs a ...
-
Project Manager JHB
1 week ago
Mindworx Consulting JohannesburgProject Manager · We are seeking an experienced Project Manager to lead and coordinate multiple workstreams and sub-projects, ensuring successful program delivery. · Duties & Responsibilities: · Provide strategic guidance and support to over 5 workstreams and sub-projects. · Crea ...
-
Operations Manager JHB
1 week ago
H.R. Solutions JohannesburgJob Title: Operations Manager · We are currently seeking a highly skilled Operations Manager to join our team in the manufacturing and engineering field. · Duties & Responsibilities · A bachelor's degree in Mechanical Engineering or a related field is required for this role. · Th ...
-
Change Manager JHB
1 week ago
SPECD Pty Ltd JohannesburgLearning & Change Manager · The Learning & Change Manager will be responsible to consult with the business units in the assessment and evaluation of business needs and gaps, and to collaborate with the learning and development service providers in determining the learning design, ...
Call Centre Manager JHB - Johannesburg - Headhunters

Description
Call Centre Manager
A career opportunity in the Manufacturing industry awaits a seasoned leader.
Our client is seeking an experienced Call Centre Manager based in Elandsfontein, Gauteng.
Duties & Responsibilities
Requirements:
Responsibilities and Expectations
PEOPLE MANAGEMENT:
CUSTOMER LIAISON MANAGEMENT:
INTERNAL LIAISON AND EXECUTION:
CALL CENTRE PERFORMANCE MANAGEMENT & REPORTING:
GOVERNANCE & COMPLIANCE:
Please note that if you do not receive a response within two weeks, your application may be considered unsuccessful.
Package & Remuneration
Competitive monthly remuneration package.
-
Regional Manager JHB
Talented Recruitment- Johannesburg
-
Brand Manager JHB
Dynexity Pty Ltd- City of Johannesburg Metropolitan Municipality
-
Operations Manager JHB
Headhunters- Johannesburg
-
Brand Manager JHB
Ultra Personnel : Pharmaceutical, Insurance, Engineering- Johannesburg
-
Site Manager JHB
ManpowerGroup SA- Johannesburg
-
Development Manager JHB
Energy at Work- Johannesburg
-
Project Manager JHB
ManpowerGroup SA- Johannesburg
-
Ecommerce Manager JHB
Prism Placements- Johannesburg
-
Technical Manager JHB
ESG Recruitment- Johannesburg
-
Marketing Manager JHB
Luelle Consulting- Johannesburg
-
Technical Manager JHB
The HR Company- Johannesburg
-
Project Manager JHB
Prism Placements- Johannesburg
-
Infrastructure Manager JHB
Be Different Recruitment- Johannesburg
-
Account Manager JHB
The HR Company- Johannesburg
-
Quality Manager JHB
Ultra Personnel : Pharmaceutical, Insurance, Engineering- Johannesburg
-
Hr Manager JHB
Objective Personnel- Johannesburg
-
Inventory Manager JHB
E and D Recruiters- Johannesburg
-
JHB Regional Manager
The HR Company- Johannesburg
-
Project Manager JHB
Mindworx Consulting- Johannesburg
-
Operations Manager JHB
H.R. Solutions- Johannesburg
-
Change Manager JHB
SPECD Pty Ltd- Johannesburg