Contact Center Manager

Recruitment Matters Africa Pvt Ltd; Midrand; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment agency in Midrand is looking for a results-driven Call Center Manager to lead customer support operations. The successful candidate will manage a team of supervisors and agents, ensuring service excellence and operational efficiency. A Bachelor's degree and 5+ years in call center management are required, along with strong leadership skills.

Qualifications

• Minimum of 5 years in a call center or customer service environment with at least 2 years in a managerial role.
• Proven experience in managing large teams and high-volume customer operations.
• Strong analytical skills with the ability to interpret performance data.
• Excellent communication, leadership, and conflict-resolution skills.

Responsibilities

• Lead and develop a team of call center supervisors and customer service agents.
• Monitor and manage daily call center operations including call flow and customer satisfaction metrics.
• Ensure adherence to internal policies and global service standards.
• Analyze call center metrics and generate actionable insights.

Skills

Team Leadership

Operational Management

Customer Experience

Performance Monitoring

Resource Planning

Process Improvement

Compliance & Quality Assurance

Technology & Tools

Cross-Functional Coordination

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Workforce management tools

Job description

Our client is seeking a results-driven and customer-focused Call Center Manager to lead and optimize our customer support operations. The successful candidate will oversee daily activities in a fast-paced call center environment ensuring service excellence operational efficiency and a culture of continuous improvement.

Responsibilities

• Team Leadership: Lead, mentor and develop a team of call center supervisors and customer service agents to meet performance and quality standards.
• Operational Management: Monitor and manage daily call center operations including call flow, response times, case resolution and customer satisfaction metrics.
• Customer Experience: Ensure the delivery of high-quality service that aligns with customer expectations and company standards with a strong focus on first-contact resolution and customer retention.
• Performance Monitoring: Analyze call center metrics (AHT, FCR, CSAT, NPS, etc.) and generate actionable insights to improve productivity and customer outcomes.
• Resource Planning: Forecast call volumes and plan staff schedules to meet service-level agreements (SLAs), manage peak periods and minimize downtime.
• Process Improvement: Identify and implement process improvements to enhance operational efficiency, including automation, call deflection strategies and knowledge management.
• Compliance & Quality Assurance: Ensure adherence to internal policies, regulatory requirements and global service standards. Conduct regular audits and manage quality control programs.
• Technology & Tools: Collaborate with IT and CX teams to leverage CRM systems, telephony platforms and other tools to enhance service delivery and reporting capabilities.
• Cross-Functional Coordination: Work closely with logistics, sales and back-office functions to resolve service issues and improve end-to-end customer journeys.

Qualifications

• Bachelors degree in Business Administration, Communications or a related field.
• Minimum of 5 years in a call center or customer service environment with at least 2 years in a managerial role.
• Proven experience in managing large teams and high-volume customer operations.
• Strong analytical skills with the ability to interpret performance data and implement improvement strategies.
• Familiarity with CRM systems, workforce management tools and customer satisfaction metrics.
• Excellent communication, leadership and conflict-resolution skills.
• Experience in logistics, supply chain or transportation industry is highly desirable.
• Ability to thrive in a dynamic, deadline-driven environment.

Key Skills

• Children Activity
• Feed
• ASP.NET
• Corporate Strategy
• Health And Safety Management

Details

• Employment Type: Full-time
• Experience: years
• Vacancy: 1