Call Centre Performance Leader - CX & Metrics

Boardroom Appointments

Johannesburg

On-site

ZAR 420,000 - 750,000

Full time

14 days+

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Job summary

Boardroom Appointments in Johannesburg seeks a seasoned Call Centre Manager to lead a high-performance team and deliver world-class inbound and outbound CRM support. You will establish management controls to meet customer service and productivity targets through daily coaching and monitoring.

Responsibilities include setting service and performance metrics, analysing results, and driving improvements. The role requires SAP ERP knowledge, CRM platforms (Salesforce advantageous), BI tools, and

Qualifications

Minimum of 5 years of management experience in a call centre.
Excellent writing skills and attention to detail.
Computer literacy with MS Office Suite.
Knowledge of SAP ERP systems.
Experience with CRM platforms (Salesforce advantageous).
Knowledge of BI platforms.
Familiar with social platforms and complaints handling.
Knowledge of call centre management systems.

Responsibilities

Establish and communicate service and performance metrics, monitor results, and implement improvements.
Lead people management and daily coaching to meet targets.
Coordinate internal liaison and execution across departments.
Ensure governance and compliance of call centre processes.