Call Centre Manager at Bluespec Holdings

Key Responsibilities:

• Manage and lead a team of call centre agents and team leaders across multiple shifts.
• Drive performance, ensuring service level agreements (SLAs), response times, and quality metrics are met.
• Oversee real-time incident management, escalations, and customer service delivery.
• Monitor daily operations, reporting on productivity, KPIs, and agent performance.
• Ensure continuous training, coaching, and development of staff.
• Collaborate with IT, medical, and roadside assistance teams to resolve queries quickly and efficiently.
• Implement process improvements and assist in scaling service delivery with technology.
• Manage rostering, workforce planning, and contact centre compliance standards.
• Handle escalated queries, service failures, or complex customer complaints with professionalism and urgency.

Requirements

Minimum Requirements:

• Matric (Grade 12) – A relevant tertiary qualification is advantageous.
• 5+ years in a call centre environment, with 2+ years in a management or team leader role.
• Experience in high-volume, 24/7 call centre environments (insurance, assistance, emergency services, or similar).
• Strong leadership, coaching, and communication skills.
• Ability to work under pressure and make real-time decisions.
• Proficient in call centre systems, reporting tools, and Microsoft Office Suite.
• Flexible to work shifts and be available after hours for operational needs.