- Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
- Ensure seamless and consistent customer service across all channels,
- Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates.
- Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels.
- Serve as a subject matter expert in resolving complex technical queries related to companies' services.
- Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency.
- Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels.
- Promote and develop selfservice options to empower customers and reduce dependency on direct call centre engagement
- Strategise and implement costsaving and efficiencyimproving measures without compromising service quality across all .
- Identify and rectify inefficiencies within call centre operations, ensuring a streamlined and costeffective service model. People Management and Leadership
- Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability.
- Ensure the supervisory team is wellorganised, performancedriven, and adept at handling escalations and complex customer interactions across various communication channels.
- Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries across various channels such as voice, chatbot, social media, and WhatsApp.
- Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators such as call volume reduction, first call resolution, Average Wait Time (AWT), Customer Satisfaction (CSAT), and occupancy rates.
- Implement a robust framework for monitoring and enhancing performance across all customer interaction channels, fostering a culture of continuous improvement.
- Cultivate a workplace environment that prioritises professionalism, commitment, and a customercentric approach, encouraging team members to take ownership of customer experiences.
- Invest in the ongoing development and career progression of team members, identifying and nurturing future leaders within the contact centre, and ensuring a pipeline of talent to sustain operational excellence.
- Minimum of 3year relevant degree/diploma
- Diploma in Information Technology, Computer Science, Engineering, advantageous
- Minimum of 8 years' experience in managing a call centre
- Must have managed a call centre with over 60 agents.
- Familiarity with software systems, processes and controls used in call centre
- Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
- Team Leadership & Development: Decisionmaking, collaboration, communication, interpersonal understanding and conflict management skills
- Principles of Workforce Management &
- Analytical Thinking: Problemsolving and reasoning skills
-
Centre Manager
Found in: Talent ZA C2 - 3 days ago
Tower Group Johannesburg, South Africa Full timeThe responsibilities of the CM are listed below, however is not limited to: · • Be the first point of contact for all clients when there is a complaint/query or a question on · a daily basis, providing a friendly and solution based service · • Create an excellent first impress ...
-
Contact Centre Manager
Found in: Talent ZA C2 - 5 days ago
EMPIRE RECRUITMENT Johannesburg, South Africa Full timeAre you a dynamic and driven individual with a passion for leading teams and delivering exceptional customer experiences? Look no further We are thrilled to present a remarkable opportunity for a Call Centre Manager. · About the Role: · As a Call Centre Manager, you will play a p ...
-
Call Centre Manager
Found in: Talent ZA C2 - 5 days ago
Telebest Johannesburg, South Africa ContractOur client has an opportunity available for a Call Centre Manager in Direct Sales based in Midrand. · Requirements: · Knowledge and understanding of systems and workflow processes. · Knowledge of Telesales processes, financial services, etc. · Responsibilities: · Translate busine ...
-
Distribution Centre Manager
Found in: Talent ZA C2 - 5 days ago
Buffalo International Logistics Johannesburg, South Africa Full timeRequirements · Matric · Related tertiary qualification · 6 years experience in Logistics · 4 years experience in Management · Sound knowledge of E-Commerce · Excellent communication skills · Customer service skills · Proficient with Microsoft Office · Responsibilities · Oversees ...
-
Call Centre Manager
Found in: Talent ZA C2 - 17 hours ago
Boardroom Appointments Johannesburg, South Africa Full timeJob Purpose · Manages and builds a high-performance call centre with a clear vision to provide world-class Inbound and Outbound CRM support to respective business areas including and not limited to internal and external stakeholders. Implement management controls to ensure that C ...
-
Call Centre Manager
Found in: Talent ZA 2A C2 - 3 days ago
Headhunters Johannesburg, South AfricaRequirements:Degree or Diploma in Business Management or related field. · 5 Years management experience in a Call Centre environment. · Computer Literacy (MS Office Suite). · Knowledge of SAP ERP System beneficial. · Knowledge of CRM platforms (Salesforce advantageous). · Knowled ...
-
Call Centre Manager
Found in: Talent ZA C2 - 5 days ago
Salt Employee Benefits Johannesburg, South Africa Full timeThe Call Centre Manager is responsible for developing and maintaining a trusted relationship with the client which supports a spirit of partnership. The Client Services Manager should take a proactive role in learning about the client's business needs and company culture, educate ...
-
Call Centre Campaign Manager
Found in: Executive Placements ZA C2 - 17 hours ago
Top Talent Professional Services Johannesburg, South AfricaCall Centre Campaign Manager Randburg (outsourced business process with a focus on credit management) · Required Skills and experience: · Solid analytical and problem-solving skills to interpret campaign data, identify trends and provide actionable insights. · Manage large volume ...
-
Distribution Centre Manager: Outbound
Found in: Talent ZA C2 - 4 days ago
takealot Johannesburg, South Africa, a leading South African online retailer, is looking for a highly talented Distribution Centre Manager: Outbound to join our Supply Chain team in Johannesburg Warehouse. · We are a young, dynamic, hyper growth company looking for smart, creative, hardworking people with integ ...
-
Data Centre Facilities Manager
Found in: Executive Placements ZA C2 - 4 days ago
People Source Johannesburg, South AfricaTo direct the overall support on all regional Technical Infrastructure i.e. switch implementation projects, mechanical & electrical systems. (HVAC, UPS, BMS, Access, CCTV, Fire, Generators etc.) · To translate the strategic intent for maintenance of all regional Technical Infrast ...
-
Contact Centre Manager
Found in: Job Placements ZA C2 - 4 days ago
Telebest Sandton, South AfricaGrade 12 with a Bachelor's in Business Management · 7 years' experience managing a contact / call centre · Experience in the Travel and or Tourism industry advantageous · Experience in managing and working with budgets. · Experience in starting up new call centers (International ...
-
Manager: Call Centre
Found in: Talent ZA C2 - 3 days ago
Motus Corporation Sandton, South AfricaEuropcar has a permanent opportunity available for a Manager within the Call centre at Zulberg Close, Bruma. At Europcar we are totally committed to providing car rental rates to our customers and service that lives up to our "Moving your Way" philosophy. This role is rewarding f ...
-
Team Leader: Chronic Medicine Management Call Centre
Found in: Talent ZA C2 - 1 day ago
Palesa Mbali Group Johannesburg, South AfricaPosition: · Team Leader: Chronic Medicine Management Call Centre · Grade: · B3M2 · Position Purpose: · To manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded. Manage and develop team to ensure continued growth. Buil ...
-
Senior Project Manager Data Centre Core Infrastructure
Found in: Executive Placements ZA C2 - 1 hour ago
People Source Johannesburg, South AfricaProvide strategic and operational management and leadership in all aspects in respect to Core site development, build and upgrade projects and manage the maintenance of all core infrastructures nationally · To build and maintain technical facilities and provide the energy for the ...
-
Network Operations Centre Manager
Found in: Executive Placements ZA C2 - 6 days ago
TalentCru Sandton, South AfricaOur client is currently recruiting for a Network Operations Centre Manager. This role will expose you to a diverse working environment and the opportunity to connect with other individuals in the organization. This is a 12month fixed term contract. · Location: Bryanston, Johannes ...
-
Data Centre Manager
Found in: Executive Placements ZA C2 - 3 days ago
Plus 1x Centurion, South AfricaPosition Overview: The Data Centre Manager will play a pivotal role in the maintenance, support, and deployment of all hosting solutions and associated support services. Responsibilities include managing Active Directory, maintaining corporate systems, overseeing monitoring syste ...
-
Project Manager III
Found in: Job Placements ZA C2 - 4 days ago
Qinfo Consulting Johannesburg, South AfricaQinfo is currently sourcing for a Project Manager III - Infrastructure & Data Centre Specialist. The capacity required for a large initiative within IT Division related to a move of infrastructure between Data Centres. 10 years' experience working in a project environment of larg ...
-
Services Sales Engineer
Found in: Executive Placements ZA C2 - 6 days ago
TalentCru Johannesburg, South AfricaAre you a dynamic professional with a passion for electronic engineering and a knack for sales? Our client is on the lookout for a talented individual to fill the role of a Services Sales Engineer. If you're ready to take on a challenging yet rewarding position, read on · Diploma ...
-
Operations Manager
Found in: Executive Placements ZA C2 - 4 days ago
Set Consulting Johannesburg, South Africa Full timeOperations Manager (Specialized Debt Collections) · Market-Related Salary · Johannesburg · Excellent career opportunity with a fast-paced Credit Solutions Group for an Operations Manager (Specialized Debt Collections) based in Johannesburg. Reporting to the National Operational ...
-
AVBOB Sales Team Leader
Found in: Talent ZA C2 - 1 day ago
CallForce Johannesburg, South Africa ContractSales Team Leader Cape Town · Lead and manage a team of Call Centre Sales Agents to achieve exceptional results. · Min 2 years contact Centre Team Leader experience · BPO experience a strong preference · Able to support day shift employees · Strong contact Centre operations know ...
Call Centre Manager - Johannesburg, South Africa - Talent Evolution (Pty) Ltd
Description
To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectivenessThe Manager:
Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.
Duties:
Omnichannel Customer Interaction Management
Operational Leadership
Technical Expertise and Product Ownership
Customer Experience and Self-Service Advancement
Cost Management and Efficiency
Supervisory / Leadership / Managerial
Requirements:
Education:
Experience:
Staff Scheduling:
Understanding of business cycles and forecasting staff requirements