Call Centre Manager

at  Pollock and Associates

Call Centre Manager Call Centre BPO ~ Manufacturing
Johannesburg East, Johannesburg - Gauteng - South Africa
Are you ready to lead a dynamic team that provides world-class customer service? We are seeking a skilled Call Centre Manager to oversee our clients Inbound and Outbound CRM support operations within the manufacturing sector. Reporting directly to the Line Manager for Sales and marketing, you’ll play a pivotal role in driving excellence and efficiency across our call centre.
Your responsibilities will include cultivating a high-performance culture, ensuring unparalleled product knowledge, maintaining productivity targets, upholding governance and compliance standards, and implementing performance monitoring and reporting systems.

Qualifications & Experience:

• Degree or Diploma in Business Management.
• Minimum 5 years of management experience in a Call Centre environment.
• Proficiency in MS Office Suite, SAP ERP Systems, CRM platforms (Salesforce advantageous), and BI Platforms.
• Familiar with Social platforms & complaints handling
• Knowledge of Call Centre Management systems

Skills & Attributes:

• Strong leadership abilities with a focus on team development and performance management.
• Very good writing skills attention to detail
• Attention to detail and proficiency in data analysis and reporting.
• Ability to adapt to changing priorities and drive continuous improvement initiatives.
• Excellent communication skills, with proficiency in three or more of the 11 official SA languages being beneficial.
• Dedication to providing exceptional customer service and fostering a customer-first culture.

If you’re ready to take on this challenging yet rewarding role, apply now and make a meaningful impact where your skills and expertise will be valued and developed.

Please refer the Job description for details