Call Centre Manager, Bloemfontein at Mirna Butler Recruitment

Job Description

• 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