Call Center Manager

Location: Rivonia
Salary: Market-related
We are a dynamic insurance brokerage representing several leading providers. We are seeking an experienced Call Center Manager to oversee our sales and service teams, ensuring efficient operations, exceptional customer service, and achievement of business objectives.
Key Responsibilities
Leadership & Team Management:
• Lead, coach, and motivate a team of sales and customer service representatives.
• Monitor team performance and ensure adherence to KPIs, including sales targets, customer satisfaction, and call handling time.
• Implement training programs to enhance skills and product knowledge.
Sales & Customer Service:
• Manage inbound and outbound sales inquiries, focusing on conversion rates.
• Support upselling and cross-selling initiatives.
• Ensure escalated issues are resolved efficiently, maintaining high customer satisfaction.
Operational Efficiency:
• Optimize workflows, call scripts, and CRM usage to improve productivity.
• Analyze data and generate performance reports for senior management.
• Develop strategies for continuous process improvement.
Collaboration:
• Coordinate with internal teams to ensure seamless service delivery.
• Act as the main point of contact for client feedback and implement improvements.
Requirements
• Education:
o Grade 12 (Matric) is essential.
o Relevant tertiary qualification is advantageous.
• Experience:
o Minimum 3 years of proven management experience in a call center environment, preferably within the insurance industry.
o Strong background in sales and client service.
• Skills:
o Proficiency in CRM systems and call center technology.
o Exceptional communication, leadership, and problem-solving abilities.
o Experience in budgeting, financial analysis, and reporting.
Key Attributes
• Results-driven with a strong focus on achieving targets.
• Organized, adaptable, and able to handle multiple priorities.
• Customer-centric mindset with a commitment to treating customers fairly.
If you meet the requirements and are ready to take on a leadership role, we’d love to hear from you!