Job Description Lead, coach, and develop a team of contact centre staff to achieve performance targets Drive service excellence, ensuring a consistent, high-quality customer experience Manage daily operations, including workforce planning, scheduling, and productivity Monitor and improve KPIs, service levels, and operational efficiency Handle escalated customer issues and implement long-term service improvements Partner with internal stakeholders to enhance processes and communication Embed a strong performance, accountability, and continuous improvement culture Skills & Experience 4–5+ years’ experience in a contact centre or customer operations leadership role Proven track record managing and motivating teams in a high-volume environment Strong understanding of contact centre operations, QA, and performance metrics Experience with workforce management and resource planning Proficiency in tools such as Excel and reporting platforms (e.g., Power BI) Excellent leadership, coaching, and communication skills Qualification Relevant degree or national diploma is acceptable. Only South African Residents or individuals with a relevant South African work permit will be considered. #J-18808-Ljbffr
Contact Centre Manager
COMMUNICATE FINANCE
randburg, randburg
Published 2 days ago
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