Call Centre Manager - Midrand

Momentum; Midrand; On-site; ZAR 450,000 - 550,000; Full time

Job summary

A leading financial services provider in Gauteng seeks a Call Centre Manager to deliver excellent client service and achieve sales targets. The role involves developing strategies and action plans, motivating the team, and analyzing performance metrics. The ideal candidate should have a Grade 12 qualification, relevant degree preferred, and at least 5 years of call centre management experience, along with the ability to speak African languages.

Qualifications

• Minimum of 5 years' experience in Call Centre Management.
• FSB recognized qualification for compliance roles.
• FAIS Key Individual Regulatory Exam Level 1 and Level 5 passed.

Responsibilities

• Manage and motivate the Call Centre team to achieve sales targets.
• Develop action plans to drive performance and motivate the team.
• Analyze trends and report on team performance.

Skills

Ability to speak African languages

Exceptional leadership skills

Analytical skills

Education

Grade 12/NQF4 or equivalent

Degree in Commerce or Business Management

Job description

Metropolitan is one of the oldest financial services brands in South Africa, with a 127-year legacy of serving communities across Africa. The brand offers affordable financial solutions that promote growth and security, operating in South Africa and 12 other African countries including Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.

Visit us at: www.metropolitan.co.za

Role Purpose

Manage and motivate the Call Centre team to deliver excellent client service and achieve sales targets.

Requirements

• Minimum qualification: Grade 12/NQF4 or equivalent.
• Degree in Commerce or Business Management preferred.
• FSB recognized qualification as per Board Notice 268 of 2014 for compliance roles, registered at the FSB.
• FAIS Key Individual Regulatory Exam Level 1 passed.
• FAIS Representative Regulatory Exam Level 5 passed.
• Ability to speak African languages.
• At least 5 years' experience in Call Centre Management.

Duties & Responsibilities

• Develop and implement action plans to drive sales, motivate the team, and improve performance.
• Set sales targets based on department goals.
• Collaborate with managers to develop strategies to meet sales and business objectives.
• Drive achievement of call centre production targets through initiatives and campaigns.
• Coach managers to increase productivity, compliance, and call quality.
• Assess team performance regularly and implement improvement actions.
• Analyze trends and report on team performance.
• Address nonperformance issues promptly.
• Identify operational efficiencies and recommend improvements.
• Monitor turnaround times and quality standards to enhance client service.
• Manage client query processes, ensuring resolution and service improvement.
• Report on service delivery against SLAs and client targets.
• Build and maintain relationships with clients and stakeholders.
• Negotiate and monitor SLAs to meet client expectations.
• Recommend improvements in client service and fair treatment.
• Foster a culture of rewarding relationships, feedback, and exceptional service.
• Create a positive work environment to energize employees and maximize productivity.
• Demonstrate leadership aligned with organizational values.
• Recruit qualified talent in line with Employment Equity and company values.
• Promote continuous learning and improvement within the team.
• Plan staffing requirements and manage performance to meet objectives.
• Encourage innovation, change, and collaboration.
• Manage the budget and financial risks within the area.
• Implement financial policies and risk management practices.
• Investigate non-compliance issues and report findings.

Core Competencies

• Articulating information
• Developing strategies
• Empowering individuals
• Exploring possibilities
• Generating ideas
• Interacting with people
• Making decisions
• Providing insights

For inquiries, contact: [e-mail]