Call Centre Manager

Lesaka Technologies Inc.; Sandton; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading company in the call centre industry seeks a Call Centre Manager to oversee operations, ensure high-quality customer service, and manage staff performance. The ideal candidate will have a degree, extensive call centre management experience, and strong leadership skills. This role involves continuous improvement of processes and maintaining service level agreements with clients and service providers.

Qualifications

• Degree required.
• Minimum of 5 years proven experience in call centre management.

Responsibilities

• Managing daily operations of the call centre.
• Ensuring excellent customer service and monitoring calls.
• Handling HR management, including recruitment and disciplinary procedures.

Skills

Problem Solving

Leadership

Communication

Interpersonal Skills

Education

Degree

Call Centre Management Course

Job description

Job Purpose

• Management of the company’s Enterprise/Recharger call centre and related processes and procedures.
• Ensuring that staff are motivated and trained on all implementations and developments.
• Ensuring that the Service Level Agreements, externally with providers and internally between the different divisions, are met.
• Keeping up to date with current Call Centre trends, implementing controls, and improving actions where appropriate within the call centre.

Key Responsibilities

• Managing the daily operations of the call centre.
• Managing the performance of all call centre staff to ensure departmental and company goals are met through well-trained and motivated employees.
• Ensuring excellent customer service by monitoring calls and queries, resolving issues within agreed Service Level Agreements, and providing high-quality feedback.
• Analyzing statistics and daily controls, and making improvements as necessary.
• Establishing and maintaining efficient logging criteria to track progress for continuous improvement and reporting.
• Reviewing and improving call centre processes and procedures, and implementing effective controls.
• Following up with staff to ensure responsibilities are completed.
• Managing staff leave, sick leave requests, overtime, and standby payments.
• Handling Human Resource management, including recruitment and disciplinary procedures.
• Maintaining healthy relationships with service providers.
• Ensuring service level agreements meet client expectations.
• Addressing client or service provider complaints and providing feedback.
• Monitoring calls to improve quality, minimize errors, and assess agent performance.
• Liaising with supervisors, team leaders, operatives, and third parties to resolve issues.
• Implementing staff reward and recognition programs.
• Managing passwords for server access.
• Overseeing impact and change control processes.
• Ordering office refreshments monthly.
• Preparing and sending daily and monthly reports to the Executive Head of Operations.
• Communicating and cascading the company's vision, strategy, and objectives to ensure their delivery.
• Managing and monitoring IT systems to support call centre objectives.

Key Performance Measures

• Performance management of call centre staff to meet departmental and company goals through effective training and motivation.

Qualifications

• Degree required.
• Call centre management course advantageous.

Experience

• Minimum of 5 years proven experience in call centre management.

Key Competencies/Skills/Attributes

• Logical and methodical problem-solving and team coaching abilities.
• Motivational leadership skills.
• Ability to develop and coach a diverse team.
• Excellent verbal and written communication skills.
• High client service orientation.
• Strong problem-solving skills.
• Hands-on management style, willing to assist team members to achieve results.
• Self-driven, good communicator, strong interpersonal skills, logical thinker, assertive.
• Ability to motivate a team to excel.