Senior Call Centre Manager

West Coast Personnel; Alberton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is looking for a Senior Call Centre Manager to lead a dynamic team in delivering top-notch CRM support. This pivotal role involves overseeing daily operations, coaching team members, and ensuring that service and productivity targets are met. The ideal candidate will have a strong background in call centre management, excellent problem-solving skills, and the ability to foster relationships with both internal and external stakeholders. Join a forward-thinking company where your leadership can drive continuous improvement and success in the call centre environment.

Qualifications

• 5 years of management experience in a call centre environment.
• Proficiency in CRM platforms, especially Salesforce.

Responsibilities

• Manage and develop a team of Customer Liaison Officers (CLOs).
• Monitor KPIs and provide coaching to team members.

Skills

Problem-solving skills

Analytical skills

Excellent communication

Relationship building

Education

Degree or diploma in Business Management

Tools

MS Office Suite

Salesforce

SAP ERP Systems

BI Platforms

Job description

Senior Call Centre Manager – Elandsfontein, Gauteng – R65 000 to R69 000 CTC

POSITION INFO:

We are seeking a Call Centre Manager to lead our high-performance team of Customer Liaison Officers (CLOs). This role focuses on delivering exceptional inbound and outbound CRM support to internal and external stakeholders. Key responsibilities include monitoring daily operations, coaching team members, and ensuring adherence to service and productivity targets.

Qualifications and experience:

• Degree or diploma in Business Management or a related field.
• 5 years of management experience in a call centre environment.
• Proficiency in MS Office Suite and CRM platforms (Salesforce preferred).
• Familiarity with SAP ERP Systems and BI Platforms.
• Strong problem-solving and analytical skills.
• Excellent communication abilities, both written and verbal.
• Proven ability to build and maintain relationships.

Key Responsibilities:

• Manage and develop a team of CLOs, ensuring performance standards are met.
• Monitor KPIs in real-time and provide coaching as necessary.
• Conduct performance reviews and set objectives aligned with business goals.
• Drive continuous improvement initiatives within the team.
• Ensure compliance with regulations and maintain accurate records.

If you meet the qualifications and skills outlined above and are interested in applying for this position, please submit your detailed CV, a cover letter detailing your relevant experience and qualifications, and a valid driver’s license.