Call Centre Manager

Lesaka Technologies Inc.; Gauteng; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading company in South Africa is seeking a Call Centre Manager to oversee operations and staff performance. The role involves ensuring service level agreements are met, improving processes, and fostering a motivated team. Candidates should possess a degree and have at least 5 years of experience in call centre management, along with strong leadership and communication skills.

Qualifications

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

Responsibilities

• Managing daily operations and performance of call centre staff.
• Ensuring excellent customer service and monitoring calls.
• Reviewing and improving call centre processes and procedures.

Skills

Problem-solving

Leadership

Communication

Client service orientation

Team coaching

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

1. Managing the daily operations of the call centre.
2. Managing the performance of all call centre staff to ensure departmental and company goals are met through well-trained and motivated employees.
3. Ensuring excellent customer service by monitoring calls and queries, resolving issues within agreed Service Level Agreements, and providing high-quality feedback.
4. Analyzing statistics and daily controls, and making improvements as necessary.
5. Establishing and maintaining efficient logging criteria to track progress for continuous improvement and reporting.
6. Reviewing and improving call centre processes and procedures, and implementing effective controls.
7. Following up with staff to ensure responsibilities are completed.
8. Managing staff leave, sick leave requests, overtime, and standby payments.
9. Handling Human Resource management, including recruitment and disciplinary procedures.
10. Maintaining healthy relationships with service providers.
11. Ensuring service level agreements meet client expectations.
12. Addressing client or service provider complaints and providing feedback.
13. Monitoring calls to improve quality, minimize errors, and assess agent performance.
14. Liaising with supervisors, team leaders, operatives, and third parties to resolve issues.
15. Implementing staff reward and recognition programs.
16. Managing passwords for server access.
17. Overseeing impact and change control processes.
18. Ordering office refreshments monthly.
19. Preparing and sending daily and monthly reports to the Executive Head of Operations.
20. Communicating and cascading the company's vision, strategy, and objectives to ensure their delivery.
21. 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.