Call Centre Manager, Bloemfontein

Mirna Butler Recruitment; Cape Town; On-site; ZAR 167,000 - 279,000; Full time

Job summary

Mirna Butler Recruitment seeks a dynamic Call Centre Manager to lead a Bloemfontein-based team in a fast-paced environment, delivering service excellence and operational performance.

The role requires 3–5 years in call centre management, fluency in Afrikaans and English, strong Excel skills, and a proven track record coaching and achieving targets. You will set monthly goals, analyse data, and drive process improvements to sustain high service levels.

Qualifications

• Matric completed; relevant tertiary qualification advantageous.
• 3–5 years in a Call Centre Management role.
• Fluent in Afrikaans and English; strong communication.
• Advanced Excel for data analysis and reporting.
• Experience driving performance targets and coaching teams.

Responsibilities

• Motivate and lead the call centre team to meet targets and service levels.
• Set monthly and quarterly goals aligned with business objectives.
• Evaluate staff performance and provide ongoing coaching and development.
• Analyse call centre data in Excel and prepare management reports.
• Identify bottlenecks and implement process improvements.
• Manage patient bookings and customer appointments to ensure smooth workflow.
• Prepare commission calculations and performance summaries using Excel.
• Collaborate with franchise stores on marketing initiatives if required.

Skills

Call centre leadership

Team leadership

Data analysis

Advanced Excel

English & Afrikaans

Education

Matric

Bachelor's degree in Business/Customer Service (advantageous)

Tools

Microsoft Excel

Job description

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
• Relevant tertiary qualification in Business Management, Customer Service, or a related field will be advantageous
• Minimum 3-5 years' experience in a Call Centre Management role
• Proven experience managing teams and achieving performance targets
• Fluent in Afrikaans and English
• Ability to extract, analyse, and report on data using Microsoft Excel - advanced proficiency
• Track record of managing, coaching, and developing teams
• Organisational skills with attention to detail
• Ability to work in a fast-paced and target-driven environment

Skill required

• Strong verbal and written communication
• Excellent interpersonal abilities
• Effective problem-solving and analytical skills
• Strong leadership and people management skills
• 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 30 October 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