Senior Call Centre Manager

Operational Management Lead the daily operations of the call centre, implementing strategic initiatives to enhance performance and call quality Set, monitor, and achieve key performance targets for speed, efficiency, sales, and quality standards Ensure optimal staffing levels and shift patterns to meet call volume demands Maintain comprehensive knowledge of industry trends and best practices to drive continuous improvement Team Leadership & Development Oversee recruitment, onboarding, and ongoing development of call center staff in collaboration with HR Provide leadership and direction to team leaders and agents through coaching, mentoring, and performance management Design and implement training programs covering product knowledge, customer service skills, and operational procedures Create and manage incentive programs to drive motivation and retention Customer Experience Ensure agents are equipped with the necessary knowledge and skills to resolve customer inquiries effectively Handle escalated customer issues requiring senior intervention Maintain high standards of customer service across all interactions Oversee outbound sales initiatives and student engagement strategies Training & Development Develop comprehensive onboarding programs for new hires Create development plans for existing staff to support career progression Ensure team stays current with product updates and promotional offerings

Location: Johannesburg, ZA

Posted Date: 1/10/2025