Job Description: Lead, coach, and develop a team of contact centre staff to achieve performance targetsDrive service excellence, ensuring a consistent, high-quality customer experienceManage daily operations, including workforce planning, scheduling, and productivityMonitor and improve KPIs, service levels, and operational efficiencyHandle escalated customer issues and implement long-term service improvementsPartner with internal stakeholders to enhance processes and communicationEmbed a strong performance, accountability, and continuous improvement cultureSkills & Experience: 45+ years experience in a contact centre or customer operations leadership roleProven track record managing and motivating teams in a high-volume environmentStrong understanding of contact centre operations, QA, and performance metricsExperience with workforce management and resource planningProficiency in tools such as Excel and reporting platforms (e.g., Power BI)Excellent leadership, coaching, and communication skillsQualification: Relevant degree or national diploma is acceptable.Only South African Residents or individuals with a relevant South African work permit will be considered. If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.Connect with us on
Contact Centre Manager
COMMUNICATE RECRUITMENT
johannesburg, johannesburg
Published 4 days ago
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