Senior Call Centre Manager

Hello Group; Centurion; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading company in the financial services industry seeks a Senior Call Centre Manager to lead and optimize operations. This role requires at least 7+ years of experience in Call Centre management, with a focus on enhancing customer service delivery, managing team performance, and ensuring compliance with industry standards.

Qualifications

• Minimum 7+ years in Call Centre management, especially in financial services.
• Proven ability to lead and develop teams in a high-pressure environment.
• Strong knowledge of compliance standards and best practices.

Responsibilities

• Manage a team of Customer Service Consultants to meet performance targets.
• Oversee daily operations, ensuring KPIs and compliance standards are met.
• Conduct training programs to enhance team skills and product knowledge.

Skills

Management

Communication

Problem-solving

Time Management

Analytical Skills

Interpersonal Skills

Education

7+ years experience in Call Centre management

Strong knowledge of Call Centre technology

Tools

CRM systems

Microsoft Suite

Excel

Job description

Job Location : Gauteng, Centurion Deadline : August 28, 2025 Quick Recommended Links

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We are seeking an experienced Senior Call Centre Manager with a minimum of 7+ years in Call Centre management to lead our team in delivering secure and exceptional customer service in the financial services industry. The role involves managing a team of + / - Customer Service Consultants, ensuring operational efficiency, meeting performance targets, and maintaining compliance with regulatory standards. This is a senior-level position that requires a strategic thinker with a strong background in team leadership, process optimization, and compliance in a financial services environment.

Team Management :

• Lead the hiring, onboarding, and training of Customer Service Consultants to maintain a high-performing team.
• Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service.
• Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members’ skills and performance.
• Dealing with Employee related issues and with Disciplinary procedures.

Operations Management :

• Oversee all daily Call Centre operations, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met.
• Develop, implement, and continuously improve processes and procedures to enhance Call Centre efficiency, ticket management, and the customer experience.
• Analyse performance data to identify trends, areas for improvement, and implement strategic adjustments to optimize operations.
• Address and resolve escalated customer issues and complaints promptly and professionally.

Quality Assurance :

• Establish and monitor key performance indicators (KPIs) to ensure high service standards.
• Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments.
• Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.

Analysis and Reporting :

• Conduct regular analysis of performance metrics, customer trends, and Call Centre data.
• Produce weekly and monthly reports for senior management, with actionable insights and recommendations for continuous improvement.

Training and Development :

• Design and deliver training programs to enhance product knowledge, customer service skills, and compliance awareness within the team.
• Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.

Special Tasks and Projects :

• Lead or support outbound campaigns and special projects.
• Manage ad hoc tasks relevant to the role and scope of customer service management.

EXPERIENCE AND EDUCATIONAL BACKGROUND :

• Minimum 7+ years of experience in a Call Centre management role, in the financial services industry.
• Proven track record of managing a large Call Centre.
• Proven ability to lead, develop, and inspire a team in a high-pressure, customer-focused environment.
• Strong knowledge of Call Centre technology, including CRM systems.
• Proven Microsoft Suite and Excel Skills.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to analyse complex data, identify trends, and make informed decisions.
• In-depth knowledge of industry regulations, compliance standards, and best practices in financial services.

KNOWLEDGE, SKILLS AND ABILITIES :

• Exceptional Management
• Written and verbal communication skills;
• Good research ability;
• Good Organisational and Time Management Skills;
• Excellent Interpersonal Skills;
• Detail-oriented;
• Flexibility and ability to adapt to change;
• High level of integrity and professionalism.