Call Centre Manager, Bloemfontein

Mirna Butler Recruitment; South Africa; On-site; ZAR 167,000 - 279,000; Full time

Job summary

Mirna Butler Recruitment is seeking a dynamic Call Centre Manager to lead our Bloemfontein-based team. The role demands strong leadership, excellence in service delivery, and a focus on operational efficiency.

You will drive performance, coach staff, and analyse data in Excel to support strategic decisions and improve customer outcomes. A fast-paced, target-driven environment awaits and Afrikaans and English fluency are essential.

Qualifications

• Matric is required.
• Relevant tertiary qualification in Business Management, Customer Service, or related field is 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.
• Advanced proficiency in Microsoft Excel for data extraction, analysis and reporting.
• Track record of coaching and developing teams.
• Strong organisational skills with attention to detail.
• Ability to thrive in a fast-paced, target-driven environment.

Responsibilities

• Motivate and lead the call centre team to consistently meet targets and service levels.
• Set monthly and quarterly goals and action plans aligned with business objectives.
• Evaluate staff performance, provide coaching and development opportunities.
• Analyze call centre data in Excel and generate reports for upper management.
• Monitor and improve processes; identify bottlenecks and implement improvements.
• Manage bookings of patients and customer appointments to ensure smooth workflow and high service levels.
• Develop and implement action plans based on statistical feedback to optimise productivity and service delivery.
• Provide professional customer service, resolve escalations and ensure client satisfaction.
• Use advanced Excel to prepare commissions, summaries, and performance metrics reports.
• Collect and analyse data to guide management decisions and identify trends.

Skills

Leadership

Communication (verbal & written)

Analytical skills

Team motivation

Education

Matric

Tertiary qualification in Business Management/Customer Service

Tools

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