Contact Center Operations Manager

Mordicks95; Pretoria; On-site; Confidential; Full time

Job summary

A leading call center in Pretoria is looking for a first-level manager to oversee a team of agents. Responsibilities include monitoring performance, coaching team members, and ensuring quality standards are met. The ideal candidate has over 2 years of experience in a call center role and strong leadership skills. This position offers the opportunity to develop your management skills in a dynamic environment.

Qualifications

• 2+ years of successful experience as a Call Center Agent.
• Demonstrated leadership ability.
• Proficiency with WFM software and advanced reporting.

Responsibilities

• Monitor agent performance in real-time and provide instant feedback.
• Handle and de-escalate calls from frustrated customers.
• Conduct regular performance reviews and create development plans.
• Ensure adherence to schedules and quality standards.
• Generate and analyze performance reports for management review.
• Manage scheduling and administrative tasks for the team.

Skills

Leadership

Motivational skills

Conflict resolution

Data analysis

Tools

Workforce Management (WFM) software

CRM/ACD systems

Job description

First-level manager responsible for the performance, coaching, and development of a team of agents.

Tasks

• Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching.
• Handle and de-escalate calls from highly frustrated or challenging customers.
• Conduct regular 1:1 performance reviews and create development plans for team members.
• Ensure team adherence to schedules (Adherence) and quality standards (QA Score).
• Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review.
• Manage scheduling, sick leave and other administrative tasks for the team.

Requirements

• 2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.
• Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.
• Skills: Strong leadership, motivational, conflict resolution and data analysis skills.