Call Centre Manager

Maverick Telecommunications; Cape Town; On-site; ZAR 350,000 - 640,000; Full time

Job summary

Maverick Telecommunications is seeking an experienced Call Centre Manager in Cape Town to lead a small team and optimize operations while focusing on sales targets and customer satisfaction. The role emphasizes handling inquiries, improving processes, and driving lead generation through an inbound structure.

Responsibilities include managing daily call centre activities, coaching staff, and ensuring performance metrics are met in a cost-effective manner.

Qualifications

• Strong operational and staff management experience with a small team (about 10 reports).
• Proven ability to drive performance and results in a sales-oriented environment.
• Experience in call centre administration, process improvement, and workforce optimization.

Responsibilities

• Call centre administration.
• System and process optimisation.
• Workforce optimization.
• Customer champion.
• Drive sales in line with targets.
• Performance management.
• Strong leadership.

Skills

Call center management

Staff management

Operational leadership

Performance management

Sales-driven

Process optimization

Inbound call handling

Job description

Our business in the telecommunications retail industry is seeking an experienced Call Centre Manager to join our existing team. The Call Centre Manager will be responsible for the retention of our current client base and ensuring maximum results in the most cost effective manner while also endeavouring to handle as many client complaints as possible through the inbound structure. The inbound structure is also required to convert calls into leads. Suitable candidates must have very strong operational as well as staff management experience (Small staff compliment of about 10 reports).

Responsibilities (include but are not limited to):

• Call centre administration,
• System and process optimisation,
• Workforce optimization,
• Customer champion,
• Drive sales in line with sales targets and
• Performance management.
• Strong leadership,

This is a sales orientated management position with focus on performance and results.

In return for the above, we offer a competitive salary with great incentives when monthly targets are reached.

Salary – Based on experience