Call Center Manager
Call Center Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Call Center Manager
Salary: Competitive
About the Company
Our client is a global leader in the BPO sector providing worldclass customer experience (CX) and service centers across multiple locations. They cater to industries such as eCommerce Retail Food Delivery and Technology.
About the Role
As our client expands their call center services across existing and new clients they need a Call Centre Manager with strong operational expertise international exposure and inbound BPO experience. The role involves managing call center operations in Johannesburg working closely with the CCO in the UK and internal/external stakeholders.
Key Responsibilities
- Oversee a portion of the Johannesburg call center operations
- Develop and implement efficient scalable and costeffective operating models
- Collaborate with the sales team to onboard new clients
- Work with Operations Directors to refine processes procedures and forecasting for staffing and budgets
- Manage and develop call center agents ensuring ongoing training and career development
- Ensure compliance with legislation across operational regions and enforce company policies
- Oversee performance management and service level agreements (SLAs)
Requirements
- 3 years leading customer care service teams
- Strong experience in an inbound BPO environment with international exposure
- Proven success in leading and growing call center teams
- Excellent English communication skills (written & verbal)
- Desire to commit to longterm career growth 3 years)
- Strong negotiation skills and stakeholder management
- High integrity honesty and transparency
- Bachelors degree (preferred)
- Experience in project management and/or training (preferred)
- Proficiency in ERP software CRM and call center platforms
Key Competencies
- Professional ethical and emotionally mature
- Customerfocused with a proactive service mindset
- Strong leadership & interpersonal skills to manage diverse personalities
- Handson problem solver with a high sense of responsibility
- Excellent organisational skills to handle multiple priorities and meet deadlines
- Ability to stay calm under pressure in a fastpaced environment
Required Experience:
Manager
Employment Type
Full-Time
