Customer Experience (CX) Lead â Call Centre

Barratt and Co; Johannesburg; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading automotive software company in Johannesburg is seeking an experienced Call Centre Manager to lead a high-impact team. The role involves fostering a customer-first culture, coaching staff, and improving customer experiences. Successful candidates should have a proven background in call centre management, strong people development skills, and be adaptable in a fast-paced environment.

Benefits

Competitive remuneration

Growth opportunities

Qualifications

• Proven experience in call centre management.
• Strong track record of motivating and developing people.
• Ability to manage triage and prioritize tasks.

Responsibilities

• Lead and motivate a team of call centre agents.
• Ensure smooth triage and handling of incoming calls.
• Drive customer experience improvements.

Skills

Customer-focused mindset

Excellent communication

Problem-solving skills

Team motivation

Analytical skills

Tools

Automotive experience

Software experience

Job description

Key Responsibilities

• Lead and motivate a team of call centre agents, fostering a customer-first culture.
• Ensure smooth triage and handling of incoming calls, prioritising urgent customer needs.
• Coach and mentor agents to develop their customer service skills and confidence.
• Drive customer experience improvements through active listening and empathy.
• Monitor and analyse service levels, using insights to improve performance.
• Partner with other internal teams to resolve issues quickly and effectively.
• Champion energy, positivity, and accountability within the call centre.

What Were Looking For

• Proven experience in a call centre management or customer experience leadership role.
• Strong track record of motivating and developing people.
• Customer-focused mindset able to connect authentically with both customers and staff.
• Ability to manage triage, prioritise tasks, and make quick, sound decisions.
• High energy, resilience, and adaptability in a dynamic environment.
• Excellent communication and problem-solving skills.
• Automotive & Software experience essential

Whats on Offer

• The opportunity to lead a high-impact team within a growing automotive software business.
• A dynamic environment where your leadership directly shapes the customer journey.
• Competitive remuneration and growth opportunities.