Contact Center Ops Leader & Performance Coach

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

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.