Call Centre Manager (JB5091)

Randburg, Gauteng

Posted 3 days ago


Company:: Kontak Recruitment
Company Description:: Kontak Recruitment agency South Africa, a staffing agency, and leading recruitment agency in Johannesburg. As one of the best staffing agencies, we are trusted for recruiting the best staff, we provide professional and reliable personnel services for both permanent and contract placements. Kontak specialises in helping businesses hire and employ staff efficiently across the employment spectrum. From entry-level to executive roles, find certified staff through our job agencies in Johannesburg, Pretoria, Durban, Cape Town and beyond, including international locations. Looking for Top Talent? Find the right fit for your recruitment needs with our staffing services.
Contract Type:: Full Time
Experience Required:: 3 to 4 years
Education Level:: Bachelor
Number of vacancies:: 1

Job Description

Call Centre Manager (JB5091)
Randburg
R35 000 – R50 000 per month

We are seeking an experienced Call Centre Manager with a proven track record in implementing CRM systems and managing high-performing inbound call teams. This role requires a strong focus on customer service excellence, operational efficiency, and leveraging technology to enhance customer interactions.

Requirements:
Proven experience as a Call Centre Manager or similar role.
Strong expertise in CRM implementation and management.
Extensive experience handling inbound calls and improving customer service operations.
Excellent leadership, coaching, and team management skills.
Ability to analyze performance data and implement improvement strategies.
Strong problem-solving and decision-making abilities.
Knowledge of call centre technology, automation tools, and best practices.
Advantageous: Experience in [specific industry, if applicable].

Key Responsibilities:
Lead and oversee the inbound call centre team, ensuring high-quality customer interactions.
Implement, optimize, and manage CRM and IVR systems to improve workflow and customer experience.
Develop and enforce customer service strategies, ensuring high satisfaction and retention.
Monitor call centre performance metrics, including response times, resolution rates, and service quality.
Train, mentor, and motivate call centre agents to deliver outstanding service.
Collaborate with internal teams to align CRM processes with business goals.
Handle escalated customer queries and ensure prompt issue resolution.
Continuously seek opportunities to improve call centre operations and efficiency.
If you’re passionate about enhancing customer experiences and optimizing call centre operations, we’d love to hear from you!