Call Centre Operations Manager - Johannesburg

The Operations Manager would have to also work with Training staff in the initial period.

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Key Responsibilities:

• Oversee daily call centre operations ensuring effective resource utilisation and adherence to SLAs.
• Monitor real-time performance and adjust staffing and workflows to maintain service levels.
• Implement and manage scheduling, forecasting, and real-time adherence tools.

• Lead, coach, and develop Team Leaders, Supervisors, and front-line agents to achieve individual and team performance goals.
• Deliver structured onboarding, training, and continuous learning programs.
• Conduct regular performance reviews and provide feedback, mentoring, and support.

• Analyse and report on key performance indicators (KPIs) including call handling time, first-call resolution, customer satisfaction (CSAT), Net Promoter Score (NPS), etc.
• Identify performance gaps and implement action plans to address them.
• Drive continuous improvement through performance data analysis.

• Champion customer service excellence and ensure a positive customer experience across all interactions.
• Implement processes to gather, monitor and act upon customer feedback.
• Resolve escalated customer issues efficiently and professionally.

• Review and optimise call centre procedures and workflows for efficiency and quality.
• Identify and implement technology enhancements to support customer service (e.g., CRM, telephony systems, chatbots).
• Ensure compliance with data protection, company policies, and industry regulations.

• Generate regular reports for senior management on performance metrics, customer trends, and operational challenges.
• Participate in strategy meetings and contribute to business planning from an operations perspective.
• Maintain open and effective communication across all levels of the team and with other departments.

Qualifications:

• Bachelor’s degree in Business, Management, Communications or related field (preferred).
• Relevant certifications in Contact Centre Management, Six Sigma, or ITIL are an advantage.

Experience:

• Minimum 8 years of experience in a call centre environment, with at least 4 years in a management.
• Proven experience managing large teams in a customer-focused environment.
• Strong track record of delivering performance improvements and excellent customer service.

Skills Competencies:

• Strong leadership and people management skills.
• Analytical mindset with ability to interpret data and develop actionable insights.
• Excellent communication, coaching, and conflict-resolution abilities.
• High proficiency with contact centre technology (e.g., telephony systems, CRM, WFM tools).
• Ability to manage multiple priorities and adapt to fast-paced environments.
• Strong understanding of customer service best practices and KPIs.
• Achievement of service level targets (e.g., ASA, AHT, FCR, CSAT, NPS)
• Monthly and quarterly performance and operational reports
• Improved agent productivity and reduced attrition
• Enhanced quality assurance scores and customer feedback
• Efficient workforce planning and reduced operational downtime
• Documented and improved standard operating procedures (SOPs)