Call Centre Manager, Bloemfontein

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 Relevant tertiary qualification in Business Management, Customer Service, or a related field will be advantageous Minimum 3-5 years' experience in a Call Centre Management role Proven experience managing teams and achieving performance targets Fluent in Afrikaans and English Ability to extract, analyse, and report on data using Microsoft Excel - advanced proficiency Track record of managing, coaching, and developing teams Organisational skills with attention to detail Ability to work in a fast-paced and target-driven environment Skill required Strong verbal and written communication Excellent interpersonal abilities Effective problem-solving and analytical skills Strong leadership and people management skills 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 30 October 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