Shift Manager

Mc Technology Staffing; Johannesburg; On-site; ZAR 200,000 - 400,000; Full time

Job summary

An established industry player in the security sector is looking for multiple Shift Managers to lead their call center operations in Johannesburg. This dynamic role involves overseeing team performance, ensuring efficient workflow, and delivering high-quality service. Candidates should possess strong leadership skills, a background in call center management, and the ability to thrive in a fast-paced environment. The position requires flexibility to work various shifts, including American hours, and offers an immediate start. Join a forward-thinking company where you can make a significant impact on operational excellence and team success.

Qualifications

• 3-5 years of experience in call center management or supervisory role.
• Strong leadership and excellent communication skills are essential.

Responsibilities

• Supervise and motivate call center agents to achieve performance targets.
• Manage call center operations, ensuring adherence to procedures and high service standards.

Skills

Leadership

Team Management

Communication Skills

Analytical Skills

Conflict Resolution

Call Center Software Proficiency

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Management

Tools

Call Center Software

Reporting Tools

Job description

Our client who specializes in off brand monitoring for the security industry is seeking multiple Shift Managers to join their team in Johannesburg.

The Shift Manager will oversee call center operations during assigned shifts, ensuring high-quality service delivery, efficient workflow, and effective team management. This role requires flexibility to work various shifts, including American hours, day shifts, and night shifts. The ideal candidate should be experienced in call center management and be available to start immediately.

POSITION INFO :

Key Responsibilities :

1. Team Management: Supervise, support, and motivate call center agents during shifts to achieve performance targets and maintain high service standards.
2. Shift Oversight: Manage all aspects of call center operations during assigned shifts, including staffing levels, workflow, and adherence to procedures.
3. Performance Monitoring: Monitor call metrics, quality scores, and agent performance, providing feedback and coaching to ensure continuous improvement.
4. Issue Resolution: Address and resolve any operational issues, customer complaints, or escalations that arise during the shift.
5. Reporting: Generate and review shift reports, analyze data to identify trends and areas for improvement, and communicate findings to upper management.
6. Training and Development: Facilitate on-the-job training for new hires and ongoing training for existing staff, ensuring compliance with company standards and best practices.
7. Operational Efficiency: Implement and enforce procedures to optimize call center efficiency, reduce downtime, and maintain high customer satisfaction levels.
8. Compliance: Ensure adherence to company policies, industry regulations, and legal requirements during shifts.
9. Scheduling: Assist in scheduling and managing shift rotations to ensure adequate coverage and align with operational needs.

Qualifications :

1. Education: Bachelor’s degree in Business Administration, Management, or a related field is preferred.
2. Experience: Minimum of 3-5 years of experience in call center management or a similar supervisory role.
3. Skills: Strong leadership and team management abilities. Excellent communication and interpersonal skills. Proficient in using call center software and reporting tools. Ability to handle high-pressure situations and resolve conflicts effectively. Strong analytical skills and attention to detail.
4. Availability: Must be willing to work flexible shifts, including American hours, day shifts, and night shifts.
5. Immediate Start: Available to start immediately.

Physical Requirements :

1. Ability to work extended hours, including nights and weekends.
2. Capacity to handle a fast-paced environment and manage multiple tasks simultaneously.