Call Centre Manager

Apply before Apr 22 2025 | 39 Days left

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Vacancy Details

Leadership & Team Management
Manage a 120-seater call centre consisting of team leaders and call centre agents.
Monitor call centre performance and ensure adherence to daily/weekly/monthly operational targets.
Develop, identify and enhance team leadership skills to represent staff with excellence.
Develop, implement and maintain training programs to enhance skills, performance and product knowledge.
Operational Efficiency
Develop, implement and maintain call strategies in line with company strategic objectives.
Optimize workflows, call scripts and internal processes to ensure optimised productivity.
Analyse call centre related performance and compliance data and develop action plans to address improvement required.
Develop strategies for continuous improvement.
Human Resource Management
Assist with on-the-job training of all newly appointed employees.
Continues training of agents who do not meet operational targets.
Enforce all company policies to ensure adherence and follow prescribed human resources processes and procedures to identify and rectify all non-adherence and initiate disciplinary actions where necessary.

Grade 12 (Matric) is essential.
Relevant Tertiary diploma/degree
Minimum 3 years of proven management experience in a call centre environment, preferably within the debt collections or financial industry.

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