Call Centre Operations Lead – Data-Driven Coach

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

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.