Call Centre Operations Manager

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

Job summary

Mirna Butler Recruitment in Bloemfontein is seeking a dynamic Call Centre Manager to lead a fast-paced team and deliver exceptional service and operational excellence.

You will motivate staff, manage performance targets, analyze call data in Excel, and implement improvements across processes, ensuring high service levels and client satisfaction.

The role requires a matric, a relevant tertiary qualification, 3–5 years in call centre management, and fluency in Afrikaans and English.

Qualifications

• Matric is required.
• Relevant tertiary qualification in Business Management, Customer Service, or related field advantageous.
• 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 and attention to detail.
• Ability to work in a fast-paced, target-driven environment.

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.

Skills

Verbal & written communication

Interpersonal skills

Analytical problem-solving

Leadership & people management

Team motivation

Education

Matric

Tertiary qualification in Business Management or Customer Service

Tools

Excel (advanced)

Job description

Mirna Butler Recruitment in Bloemfontein is seeking a dynamic Call Centre Manager to lead a fast-paced team and deliver exceptional service and operational excellence.

You will motivate staff, manage performance targets, analyze call data in Excel, and implement improvements across processes, ensuring high service levels and client satisfaction.

The role requires a matric, a relevant tertiary qualification, 3–5 years in call centre management, and fluency in Afrikaans and English.