Contact Center Operations & Performance Lead

Ferva Business Partners; Johannesburg; On-site; ZAR 334,800 - 558,000; Full time

Job summary

A dynamic customer service firm in Johannesburg is looking for a Call Centre Manager to oversee daily operations and drive performance. The ideal candidate will have strong leadership qualities, exceptional communication skills, and a proven track record in call centre management. Responsibilities include managing the team, ensuring quality service delivery, overseeing operations, and reporting on performance metrics. A Bachelor's degree in Business Administration or a related field is preferred, along with proficiency in call centre technology.

Qualifications

• Proven experience in call centre management with a track record of success.
• Ability to motivate and inspire team members.
• Solid understanding of call centre operations.

Responsibilities

• Oversee day-to-day operations of the call centre.
• Implement and maintain quality assurance programs.
• Prepare regular reports on call centre performance.

Skills

Leadership qualities

Communication skills

Analytical mindset

Organizational skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Call routing software

Workforce management tools

Job description

A dynamic customer service firm in Johannesburg is looking for a Call Centre Manager to oversee daily operations and drive performance. The ideal candidate will have strong leadership qualities, exceptional communication skills, and a proven track record in call centre management. Responsibilities include managing the team, ensuring quality service delivery, overseeing operations, and reporting on performance metrics. A Bachelor's degree in Business Administration or a related field is preferred, along with proficiency in call centre technology.