Call Centre Manager at Shoprite Group of Companies

Purpose of the Job    

• Shoprite Group is seeking a results-driven Call Centre Manager based in Centurion, Pretoria, Gauteng, to lead our dynamic customer service team within a fast-paced retail environment.
• This senior management role demands proficiency in telephonic systems, CRM platforms, workforce management, and performance analytics to optimise call centre operations and elevate customer satisfaction.
• The successful candidate will drive operational excellence, implement innovative process improvements, and ensure achievement of key performance indicators (KPIs) through strategic leadership and data-driven decision-making.
• Join Shoprite, a leading South African retailer known for its commitment to employee development, competitive benefits, and a culture of continuous growth, where you will play a pivotal role in sustaining market-leading customer experience standards.

Job Objectives    

• To lead and optimise the Contact Centre operation by delivering outstanding customer experiences, driving operational and commercial performance, implementing continuous improvement initiatives, leveraging technology, and developing high-performing teams that contribute to sustainable business success.

Qualifications    

• Degree or Diploma in Business Management, Communications, Commerce, or a related field.

Experience    

• Minimum 5 years' management experience within a customer service, call centre, or similar environment
• Advanced proficiency in Microsoft 365 applications. 
• Proven experience in customer experience management, operational improvement, workforce management, and commercial support.
• Experience using CRM systems, workforce management tools, reporting platforms, and customer service technologies. 
• Experience within the pharmaceutical, healthcare, wholesale, or distribution sector will be advantageous.
• Demonstrated experience leading operational change and continuous improvement initiatives will be advantageous.

Knowledge and Skills    

• Strong leadership and people management skills with the ability to develop, coach, and lead high-performing teams. 
• Sound knowledge of customer service principles, customer experience management, and customer-centric service delivery.
• Strong operational management skills, including workforce planning, scheduling, resource management, and performance monitoring.

Closing Date    

• 2026/07/20