Call Center Manager

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

Job Role: Customer Account Manager: Call Centre

Are you a dynamic and customer-focused leader with a passion for delivering exceptional service and driving high-performing teams in a Call Centre Enviroment. We are looking for an experienced Customer Account Manager to lead our call centre operations, optimise performance, and ensure an outstanding customer experience.

Responsibilities:

• Contribute to and implement the call centre Strategy and Operational plans
• Manage the performance of the call centre team
• Manage call centre technology and systems
• Maintain stakeholder relations
• Develop and implement quality assurance standards and procedures
• Handle customer inquiries and escalations in a customer-centric manner
• Manage team human resources including hiring, training, and performance management

Skills and Behaviours:

• Current knowledge of best practices for Customer Services in a retail environment
• Understanding of the Customer Protection Act
• Knowledge of Pepkor Lifestyle policies, practices, processes, and systems
• Proficiency in CRM systems and call centre management software
• Strong management and leadership skills
• Ability to make decisions and take action
• Ability to lead and supervise a team
• Strong persuasion and influencing skills
• Excellent planning and organizational skills
• Strong written and verbal communication skills
• Problem-solving skills
• Resilience and ability to handle pressure
• Teamwork
• High energy and drive
• Customer orientation
• Excellence orientation
• Courage and conviction
• Strategic thinking

Minimum Qualifications:

• Grade 12 / Matric certificate.
• Relevant Business Degree or related field
• 5 years of experience in Call Centre Management or similar position in a customer service environment.