Contact Centre Manager: Lead, Coach & Elevate Quality

Smith Garb & Associates; Midrand; On-site; ZAR 250,000 - 420,000; Full time

Job summary

Smith Garb & Associates is seeking a seasoned Call Centre Supervisor to lead daily operations, monitor performance, and foster a culture of accountability and high standards. You will coach teams to improve productivity and ensure service quality across all channels.

You will develop and implement training programmes, conduct onboarding, and maintain accurate training records while collaborating with management to address quality and performance concerns in a fast-paced, target-driven

Qualifications

• Previous experience in a Supervisor, Team Leader, Call Centre Manager or similar leadership position.
• Experience within a Call Centre, Training or Quality Assurance environment.
• Proven experience managing and developing people.
• Strong leadership and people-management skills.
• Demonstrated coaching and mentoring abilities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Intermediate proficiency in Microsoft Office, particularly Excel and Word
• Professional level of English communication.
• Ability to work effectively under pressure and meet deadlines.
• Strong organisational and administrative skills.
• High level of attention to detail.

Responsibilities

• Oversee contact centre management and day-to-day operations.
• Coach and mentor team to boost productivity and performance.
• Monitor performance against productivity targets and quality standards.
• Develop and implement training programmes; onboarding of new staff.
• Maintain training records and quality scorecards.
• Track and analyse call centre performance metrics for reporting.
• Drive process improvements across the centre.

Skills

Leadership

People management

Analytical skills

Problem solving

Communication

Attention to detail

Time management

Tools

Microsoft Office

Excel

Word

Job description

Smith Garb & Associates is seeking a seasoned Call Centre Supervisor to lead daily operations, monitor performance, and foster a culture of accountability and high standards. You will coach teams to improve productivity and ensure service quality across all channels.

You will develop and implement training programmes, conduct onboarding, and maintain accurate training records while collaborating with management to address quality and performance concerns in a fast-paced, target-driven