Call Center Leader: Customer Experience & Ops

Pepkor Lifestyle; Gauteng; On-site; ZAR 600,000 - 1,000,000; Full time

Job summary

Pepkor Lifestyle is seeking a Customer Account Manager to lead our call centre operations, drive performance, and deliver outstanding customer experiences. You will shape strategy, mentor a high-energy team, and ensure service excellence across all customer touchpoints.

The role requires a proven track record in call centre leadership, strong people management, and the ability to optimize processes, technology, and stakeholder relations in a dynamic retail environment.

Qualifications

• 5 years of call centre management experience in a customer service environment.
• Grade 12 / Matric with a relevant business degree or related field.
• Proven ability to lead high-performing teams and drive customer satisfaction.

Responsibilities

• Lead the call centre strategy and operational plans.
• Manage performance of the call centre team.
• Oversee call centre technology and systems.
• Maintain stakeholder relationships.
• Develop and implement QA standards.
• Handle customer inquiries and escalations.
• Lead HR tasks including hiring, training, and performance management.

Skills

Leadership

CRM systems

Call centre management

Strategic thinking

Decision making

Communication skills

Education

Grade 12 / Matric

Business degree or related field

Tools

CRM software

Call centre software

Job description

Pepkor Lifestyle is seeking a Customer Account Manager to lead our call centre operations, drive performance, and deliver outstanding customer experiences. You will shape strategy, mentor a high-energy team, and ensure service excellence across all customer touchpoints.

The role requires a proven track record in call centre leadership, strong people management, and the ability to optimize processes, technology, and stakeholder relations in a dynamic retail environment.