Contact Centre Leader: Coach, QA & Performance

Smith Garb And Associates Cc; Gauteng; On-site; ZAR 490,000 - 650,000; Full time

Job summary

Smith Garb And Associates Cc in Gauteng seeks an experienced Contact Centre Manager to take ownership of a busy call centre and drive performance while supporting training and quality assurance initiatives.

You will coach and mentor teams, monitor productivity and quality metrics, implement process improvements and ensure adherence to company policies and service standards in a fast-paced, target-driven environment.

Qualifications

• Proven track record in managing a Call Centre or contact centre environment.
• Experience leading teams and delivering customer service excellence.
• Strong coaching and performance management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Supervise and manage day-to-day Call Centre operations.
• Monitor employee performance against productivity targets.
• Coach and mentor team members to improve productivity and performance.
• Promote a culture of accountability, professionalism and high performance.
• Identify performance concerns and implement improvement plans.
• Support employees in achieving operational objectives.
• Ensure company policies and standards are consistently followed.

Skills

Call Centre Leadership

Team Leadership

Coaching & Mentoring

Performance Monitoring

Quality Assurance

Employee Development

Analytical Skills

English Proficiency

MS Office Suite

Tools

Excel

Word

MS Office

Job description

Smith Garb And Associates Cc in Gauteng seeks an experienced Contact Centre Manager to take ownership of a busy call centre and drive performance while supporting training and quality assurance initiatives.

You will coach and mentor teams, monitor productivity and quality metrics, implement process improvements and ensure adherence to company policies and service standards in a fast-paced, target-driven environment.