Call Centre Manager, Bloemfontein

Mirna Butler Recruitment; Bloemfontein; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A recruitment agency is seeking an experienced Call Centre Manager to lead their Bloemfontein-based team. The ideal candidate will oversee operations, motivate staff, and ensure customer satisfaction while utilizing advanced Excel skills. Experience in call centre management and fluency in Afrikaans and English are required. The position offers a salary between R 15,000 and R 25,000, with a focus on operational excellence.

Qualifications

• Proven experience in call centre management or team leadership.
• Fluent in Afrikaans and English.
• Track record of managing, coaching, and developing teams.

Responsibilities

• Motivate and lead the call centre team, ensuring targets are met.
• Evaluate staff performance annually and provide coaching.
• Analyze call centre data and create reports for management.

Skills

Strong verbal and written communication

Excellent interpersonal abilities

Effective problem-solving and analytical skills

Team leadership and people management

Ability to foster teamwork and motivate staff

Education

Matric

Tools

Microsoft Excel

Job description

Overview

Our client is seeking a dynamic and experienced Call Centre Manager to lead their Bloemfontein-based team. They are looking for a strong leader who thrives in a fast-paced environment and is passionate about delivering excellent service and operational excellence.

Join our client and help drive customer satisfaction and operational excellence!

Minimum requirements

• Matric
• Fluent in Afrikaans and English
• Proven experience in call centre management or team leadership within a call centre environment
• Advanced proficiency in Microsoft Excel - including lead extraction and reporting
• Ability to extract, analyse, and report on data using Microsoft Excel
• Track record of managing, coaching, and developing teams
• Organisational skills with attention to detail

Skill required

• Strong verbal and written communication
• Excellent interpersonal abilities
• Effective problem-solving and analytical skills
• Team leadership and people management
• Ability to foster teamwork and motivate staff

Duties and responsibilities

• Motivate and lead the call centre team, ensuring targets and service levels are consistently achieved
• Set and develop monthly and quarterly goals and action plans in line with business objectives
• Evaluate staff performance annually, provide regular coaching and development opportunities, and ensure the team is highly effective
• Analyze and capture call centre data using Excel, creating reports for upper management to support business performance and strategic decisions
• Monitor, assess, and improve call centre processes; identify bottlenecks through analysis and recommend solutions for continuous operational improvement
• Manage bookings of patients and customer appointments, ensuring smooth workflow and high service levels
• Develop and implement action plans in response to statistical feedback, ensuring optimal productivity and service delivery
• Provide professional customer service and support, resolving escalated issues and ensuring client satisfaction
• Use advanced Excel skills to prepare commission calculations, generate summary sheets, and analyze call and performance metrics
• Collect and analyze call centre data, including commissions and productivity, to create reports for management and guide decision-making
• Identify trends, analyze causes of problems, and implement solutions to issues impacting team and customer outcomes
• Support and manage marketing initiatives for franchise stores if required

Remuneration

R 15 000 - R 25 000 Cost to Company

IMPORTANT

• Applications close 12 September 2025
• If you did not receive feedback within 14 days, please consider your application unsuccessful
• Only applications submitted via the Ditto Jobs platform will be considered
• Only candidates who meet all our client's minimum requirements will be contacted