SUMMARY:
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POSITION INFO:
Our client is seeking a dynamic and experienced Call Centre Manager to lead their Bloemfontein-based team. They are looking for a strong leader who thrives in a fast-paced environment and is passionate about delivering excellent service and operational excellence.
Join our client and help drive customer satisfaction and operational excellence!
Minimum requirements:
- Matric
- Fluent in Afrikaans and English
- Proven experience in call centre management or team leadership within a call centre environment
- Advanced proficiency in Microsoft Excel - including lead extraction and reporting
- Ability to extract, analyse, and report on data using Microsoft Excel
- Track record of managing, coaching, and developing teams
- Organisational skills with attention to detail
Skill required:
- Strong verbal and written communication
- Excellent interpersonal abilities
- Effective problem-solving and analytical skills
- Team leadership and people management
- Ability to foster teamwork and motivate staff
Duties and responsibilities:
- Motivate and lead the call centre team, ensuring targets and service levels are consistently achieved
- Set and develop monthly and quarterly goals and action plans in line with business objectives
- Evaluate staff performance annually, provide regular coaching and development opportunities, and ensure the team is highly effective
- Analyze and capture call centre data using Excel, creating reports for upper management to support business performance and strategic decisions
- Monitor, assess, and improve call centre processes; identify bottlenecks through analysis and recommend solutions for continuous operational improvement
- Manage bookings of patients and customer appointments, ensuring smooth workflow and high service levels
- Develop and implement action plans in response to statistical feedback, ensuring optimal productivity and service delivery
- Provide professional customer service and support, resolving escalated issues and ensuring client satisfaction
- Use advanced Excel skills to prepare commission calculations, generate summary sheets, and analyze call and performance metrics
- Collect and analyze call centre data, including commissions and productivity, to create reports for management and guide decision-making
- Identify trends, analyze causes of problems, and implement solutions to issues impacting team and customer outcomes
- Support and manage marketing initiatives for franchise stores if required
Remuneration:
R 15 000 - R 25 000 Cost to Company
IMPORTANT:
- Applications close 21 August 2025
- If you did not receive feedback within 14 days, please consider your application unsuccessful
- Only applications submitted via the Ditto Jobs platform will be considered
- Only candidates who meet all our client's minimum requirements will be contacted
