Call Centre Head

I Grow Wealth Investments; Durbanville; On-site; ZAR 360,000 - 600,000; Full time

Job summary

I Grow Wealth Investments in Durbanville is seeking a seasoned call centre supervisor to lead a fast-paced team and drive high-performance service delivery. The role focuses on inbound/outbound calls, coaching, and KPI achievement within a property/sales context.

You will manage rostering, coach agents, and improve lead conversion across marketing, viewing, and leases, while ensuring data accuracy in Zoho CRM and compliance with POPIA guidelines.

Qualifications

• Formal qualification in business/communications or related field.
• Minimum 5 years in a call centre with 2+ years in supervision.
• Experience managing a team of agents and driving KPIs.
• Experience with CRM data, reporting and conversions.
• Exposure to property or fast-paced sales environments.

Responsibilities

• Lead and coach a team of inbound/outbound call centre agents.
• Set and monitor KPIs for lead engagement, follow-ups and conversion.
• Manage staff rosters and coverage during peak periods.
• Analyze call quality and provide coaching to improve performance.
• Ensure CRM data integrity and cross-department collaboration.

Skills

Team Leadership

KPI Management

CRM Data

Zoho CRM

Call Centre

Communication Skills

Education

National Diploma or Degree in Business Administration, Communications, Sales/Marketing, or related field

Tools

Zoho CRM

Dialers

IVR

Job description

Minimum requirements (Advantageous):

• National Diploma or Degree in Business Administration, Communications, Sales/Marketing, or a related field.
• Minimum 5 years' experience in a call/contact centre environment, with at least 2 years in a supervisory or management role.
• Proven track record of managing a team of call centre/contact centre agents.
• Experience setting and managing KPIs, including conversion, response time and call quality.
• Experience within property, real estate or a fast-paced sales environment.
• Strong leadership and people-management skills.
• Excellent verbal and written communication skills.
• Comfortable working with CRM data, call metrics and conversion reporting.
• Experience with CRM platforms, preferably Zoho CRM for lead tracking and pipeline management.
• Experience with telephony/call centre systems, including dialers, call recording and IVR.
• Strong organisational and time-management skills.
• Ability to manage multiple priorities under pressure.
• Comfortable engaging with senior leadership, ,marketing and rental agents.
• Proactive, solutions-oriented mindset with strong attention to detail.

Duties and responsibilities include, but not limited to:

Team Leadership & Management

• Recruit, onboard, train and manage a team of call centre agents (inbound/outbound).
• Set and manage individual and team KPIs focused on lead engagement, follow-ups and conversion.
• Monitor lead contact rates and ensure all incoming leads are actioned promptly.
• Track viewing confirmation and reminder rates to maximise attendance.
• Drive follow-ups after viewings to increase application submissions.
• Monitor and improve conversion rates from calls to viewings and viewings to applications.
• Conduct regular one-on-ones, coaching sessions and call quality reviews to develop agent performance.
• Manage staff rosters and shifts to ensure optimal coverage during peak lead periods and show days.
• Build and maintain a positive, accountable and high-performance call centre culture.

Lead Management & Conversion

• Ensure all leads sourced by marketing (portals, social media, referrals, show days) are received, logged and actioned by the call centre within agreed SLAs.
• Monitor lead allocation to agents and rental agents where applicable, ensuring fair distribution and that no leads fall through the cracks.
• Track lead-to-viewing and lead-to-lease conversion rates per campaign/project and report on these to marketing and rentals leadership.
• Identify bottlenecks in the lead journey and implement process improvements to reduce lead leakage.

Reporting & Analytics

• Compile weekly and monthly call centre performance reports (call volumes, response times, conversion rates, agent performance) for EXCO/management review.
• Use CRM (Zoho CRM) data to track lead status, follow-up cadence and pipeline health.
• Analyse call recordings and quality scores to identify training needs and script improvements.

Process & Systems

• Own and continuously improve call centre scripts, call flows and escalation
• Ensure the CRM and telephony systems are used correctly and consistently by all
• Liaise with IT/systems teams to resolve telephony or CRM issues affecting call centre As a bonus the candidate is able to work directly in the systems to resolve errors rather than be entirely reliant on IT for fixes.
• Implement and maintain quality assurance processes (call monitoring, scoring, feedback loops).

Cross-Departmental Coordination

• Act as the link between the call centre, marketing and rental agent teams to ensure smooth handover of qualified leads.
• Attend relevant marketing and rentals meetings to align on campaign timing, expected lead volumes and staffing needs.
• Escalate systemic issues (poor lead quality, marketing/ops misalignment) to the appropriate manager.

Compliance & Customer Experience

• Ensure all interactions with prospective tenants meet IGrow's brand and service.
• Handle escalated or difficult calls where required, modelling best-practice customer.
• Ensure POPIA and data protection requirements are met in the handling of prospective tenant information.

If you do not receive feedback within two weeks of submitting your application, please consider your application unsuccessful.