Call Centre Head at IGrow Wealth Investments

• IGrow Wealth Investments Group of Companies, proudly positioned as South Africa’s #1 Investment company,  is searching for dynamic and expereinced Call Centre Head to join our growing team in Midrand, Gauteng or Durbanville,Cape Town.
• This is an exciting opportunity for a results-driven people leader who knows how to turn leads into opportunities, build high-performing teams and use data to drive real business results. You’ll play a key role in shaping the way IGrow engages with rental leads across Johannesburg and Cape Town — from the first call through to viewings, applications and signed leases.
• If you thrive in a fast-paced environment, enjoy working with targets and accountability, and have a passion for developing people and improving performance, we want to hear from you!

Minimum requirements (Advantageous):

• National Diploma or Degree in Business Administration, Communications, Sales/Marketing, or a related field.
• Minimum 5 years’ experience in a call/contact centre environment, with at least 2 years in a supervisory or management role.
• Proven track record of managing a team of call centre/contact centre agents.
• Experience setting and managing KPIs, including conversion, response time and call quality.
• Experience within property, real estate or a fast-paced sales environment.
• Strong leadership and people-management skills.
• Excellent verbal and written communication skills.
• Comfortable working with CRM data, call metrics and conversion reporting.
• Experience with CRM platforms, preferably Zoho CRM for lead tracking and pipeline management.
• Experience with telephony/call centre systems, including dialers, call recording and IVR.
• Strong organisational and time-management skills.
• Ability to manage multiple priorities under pressure.
• Comfortable engaging with senior leadership, ,marketing and rental agents. 
• Proactive, solutions-oriented mindset with strong attention to detail.

Duties and responsibilities include, but not limited to:

Team Leadership & Management

• Recruit, onboard, train and manage a team of call centre agents (inbound/outbound).
• Set and manage individual and team KPIs focused on lead engagement, follow-ups and conversion.
• Monitor lead contact rates and ensure all incoming leads are actioned promptly.
• Track viewing confirmation and reminder rates to maximise attendance.
• Drive follow-ups after viewings to increase application submissions.
• Monitor and improve conversion rates from calls to viewings and viewings to applications.
• Conduct regular one-on-ones, coaching sessions and call quality reviews to develop agent performance.
• Manage staff rosters and shifts to ensure optimal coverage during peak lead periods and show days.
• Build and maintain a positive, accountable and high-performance call centre culture.

Lead Management & Conversion

• Ensure all leads sourced by marketing (portals, social media, referrals, show days) are received, logged and actioned by the call centre within agreed SLAs.
• Monitor lead allocation to agents and rental agents where applicable, ensuring fair distribution and that no leads fall through the cracks.
• Track lead-to-viewing and lead-to-lease conversion rates per campaign/project and report on these to marketing and rentals leadership.
• Identify bottlenecks in the lead journey and implement process improvements to reduce lead leakage.

Reporting & Analytics

• Compile weekly and monthly call centre performance reports (call volumes, response times, conversion rates, agent performance) for EXCO/management review.
• Use CRM (Zoho CRM) data to track lead status, follow-up cadence and pipeline health.
• Analyse call recordings and quality scores to identify training needs and script improvements.

Process & Systems

• Own and continuously improve call centre scripts, call flows and escalation
• Ensure the CRM and telephony systems are used correctly and consistently by all
• Liaise with IT/systems teams to resolve telephony or CRM issues affecting call centre As a bonus the candidate is able to work directly in the systems to resolve errors rather than be entirely reliant on IT for fixes.
• Implement and maintain quality assurance processes (call monitoring, scoring, feedback loops).

Cross-Departmental Coordination

• Act as the link between the call centre, marketing and rental agent teams to ensure smooth handover of qualified leads.
• Attend relevant marketing and rentals meetings to align on campaign timing, expected lead volumes and staffing needs.
• Escalate systemic issues (poor lead quality, marketing/ops misalignment) to the appropriate manager.

Compliance & Customer Experience

• Ensure all interactions with prospective tenants meet IGrow's brand and service.
• Handle escalated or difficult calls where required, modelling best-practice customer.
• Ensure POPIA and data protection requirements are met in the handling of prospective tenant information.