Call Centre Manager

Allmed Healthcare Professionals; Cape Town; On-site; ZAR 300,000 - 480,000; Full time

Job summary

A leading healthcare professional organization is seeking a Manager for their call centre operations in Cape Town. The successful candidate will lead a team, ensuring efficient service delivery, develop policies, and foster a positive work environment. Interested candidates should possess relevant experience in call centre management and a high school diploma.

Qualifications

• Experience in call centre or customer-support environment.
• Proficiency in problem-solving.
• Valid driver’s license and reliable vehicle.

Responsibilities

• Recruit, train, and supervise call centre staff.
• Develop performance goals and conduct evaluations.
• Oversee day-to-day call centre operations.

Skills

Communication

Problem-Solving

Multitasking

Education

High School degree or equivalent

Job description

Looking for Manager that has experience in Call Centre, It is Permanent post.

POSITION INFO :

• High School degree or equivalent
• Experience working in a call centre or customer-support environment
• Excellent communications skills (both written and verbal)
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• A valid driver’s license with own reliable vehicle (essential)
• Duties and responsibilities :
• Recruit, train, and supervise call centre staff.
• Develop performance goals and objectives for the team
• Conduct regular monthly performance evaluations and provide feedback
• Foster a positive and motivating work environment by having monthly anonymous surveys with staff assisted by HR
• Oversee day-to-day call centre operations, ensuring efficiency and productivity
• Develop and implement call centre policies and procedures
• Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction)
• Ensure compliance with all relevant regulations and standards
• Communicate daily with the Senior managers / Business Sales Consultant / Client Supervisor regarding operational and staffing requirements, ensuring effective relay to Operations Consultants for staff placement
• Provide relevant written feedback to clients related to operational matters monthly
• Ensure consistency between clients and our company regarding disciplinary processes.

Provide information to potential new clients about service offerings and refer to the relevant Senior managers / Business Sales Consultant / Client Supervisor for further engagement and proposal presentation

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