Call Centre Manager

Treetop Talent; Gauteng; On-site; ZAR 450 000 - 600 000; Full time

Job summary

A recruiting firm is seeking a Call Centre Manager to lead a high-performing team in Gauteng. The role involves managing customer relationships, ensuring compliance with standards, and driving performance metrics. Candidates should have a degree in Business Management and at least 5 years of management experience in a call centre. Proficiency in multiple official South African languages is a plus.

Qualifications

• 5 years management experience in a Call Centre environment.
• Very good writing skills – attention to detail.
• Proficiency in three or more of the 11 official SA languages will be beneficial.

Responsibilities

• Manage a high-performance call centre and ensure customer-first culture.
• Monitor performance and conduct coaching sessions for staff.
• Ensure compliance with health and safety legislation.

Skills

Management experience

Writing skills

Proficiency in multiple languages

Problem solving and analytical skills

Communication skills

Education

Degree or Diploma in Business Management

Tools

SAP ERP Systems

Call Centre Management systems

Job description

Call Centre Manager

We are recruiting for a Call Centre Manager for our client within the Automotive Industry based in Elandsfontein.

Job Purpose

Manages and builds a high‑performance call centre of CLOs with a clear vision to provide world‑class inbound and outbound CRM support to respective business areas, including and not limited to internal and external stakeholders.

Key Performance Areas

• People Management (30 %)
• Internal Liaison and Execution (15 %)
• Call Centre Performance Management & Reporting (15 %)
• Governance & Compliance (10 %)

Duties & Responsibilities

KEY PERFORMANCE INDICATORS

People Management (35 %)

• Build & maintain a solid & respectful relationship with each individual in the call centre structure.
• Document performance agreements for each direct report.
• Intra‑day & real‑time (hourly) monitoring of KPIs.
• Daily extraction & distribution of team KPI stats.
• Daily monitoring and documented coaching of under‑performers.
• Deep‑dive into root cause of why KPI / target is not met and address immediately (involve Training, QA, Manager and relevant stakeholders, if needed).
• Weekly documented coaching / feedback on CLOs performance.
• Ensure JD, KPI, expected standards are embedded.
• Performance management of CLOs.
• Ensure frequent engagement and alignment on daily expectation.
• Conduct remote live listens of at least 3‑5 calls per week per CLO area.
• Conduct monthly performance reviews and set SMART goals and objectives.
• Manage, motivate, coach and develop direct reports.
• Celebrate success and recognize the contributions of all team members.
• Assist in championing the need for continuous improvement.
• Ensure each CLO reads, clarifies & applies communication.
• Ensure pro‑active scheduling of training activities.
• Apply progressive performance management, if applicable.
• Work closely with the HR team to comply with BCOE & LRA.
• Document all performance related discussions.
• Identify and solve problems creatively whilst demonstrating a high‑level integrity in line with the Company Values.
• Ensure accurate, valid & complete records as input to Disciplinary Enquiries.

Customer Liaison Management (35 %)

• Ensure high standards of product knowledge and adherence to documented processes.
• Monitor and manage the resolution of customer complaints within the CRM platform.
• Be available to the team to assist with irate customers or customer complaints.
• Take full ownership to resolve an escalated query (end‑to‑end) with ongoing follow up & feedback to the customer.
• Drive a customer‑first culture across the team.
• Ensure changes to services and processes are implemented effectively within the team.
• Stay up to date with the relevant information and knowledge of all company products, policies, procedures and processes.

Internal Liaison & Execution (10 %)

• Monitor and manage the operation of the team in terms of absence and adherence to scheduled shifts.
• Manage backorders on a continual basis to accurately reflect OTIF.
• Provide timely feedback to customers on order delays.
• Ensure that the team meets productivity targets daily.
• Provide input to weekly & monthly reports as required by the Line Manager.
• Manage internal stakeholders by sharing updates on open orders and status of potential failures, complaints and open order report.

Governance & Compliance (10 %)

• Conform and adhere to Health and Safety standards as per legislative requirements.
• Establish and maintain effective working relationships through collaboration with stakeholders and relevant interests.
• Report any health and safety concerns / incidents in the workplace to the manager / health and safety representative.
• Manage relationships in accordance with policies, procedures, and legal requirements.
• Ad‑hoc and stand‑in duties as requested by Line Manager.

Call Centre Performance Management & Reporting (10 %)

• Provide advice and guidance to Management on internal stakeholder related matters.
• Implement and monitor the stakeholder management systems.
• Ensure the effective, efficient, economical and transparent use of financial and other resources.
• Contribute to the budget preparation process.
• Drive CRM and ensure the achievement of expected quality scores on a daily, weekly and monthly basis.
• Acknowledge & publicise achievements of excellent performers.

Desired Experience & Qualifications

• Degree or Diploma in Business Management.
• 5 years management experience in a Call Centre environment.
• Very good writing skills – attention to detail.
• Proficiency in three or more of the 11 official SA languages will be beneficial.
• Knowledge of SAP ERP Systems, BI, Social platforms & complaints handling, Call Centre Management systems.
• Problem solving and analytical skills, planning and organising, communication skills (both verbal and written).