Overview
ZMO – Call Centre Manager Jobs in Pretoria, South Africa at Professional Career Services
Position: ZMO 15058 – Call Centre Manager
Employer Description Call centre in the Automotive industry based in Pretoria
Job Description
Our client is looking for a Call Centre Manager to lead and oversee their
dynamic
team. The ideal candidate will be responsible for ensuring
efficient operations
, exceptional customer service and team performance. Responsibilities:
Sales & Retention Recruit, manage, and retain a high-performing sales & retention team. Monitor KPIs,
sales targets
, and drive
customer service excellence
. Identify growth opportunities and implement process improvements. Efficiencies & Effectiveness Optimize productivity through performance monitoring and best practices. Ensure SLA adherence and streamline operations to enhance efficiency. Lead daily/weekly meetings and collaborate with departments for a smooth workflow.
Manage Team Performance Conduct capacity planning to ensure adequate resources. Motivate and manage teams with clear KPIs and performance tracking. Maintain high morale through engagement activities and incentives. Tracking daily targets and assisting in adjusting strategies as needed. Reporting & Compliance Provide client updates, track performance and analyze data for insights. Ensure compliance with company policies and regulatory requirements. Optimize processes through automation and workflow improvements.
Qualifications Bachelors degree in business administration, marketing or a related field. Skills Uses effective interpersonal and
communication skills
to gain acceptance of and commitment to plans, ideas and initiatives. Makes client and business needs a primary focus. Builds rapport and constructive relationships with stakeholders. Considers how actions or plans will affect the clients requirements and existing environment. Implements effective ways to monitor and evaluate client concerns, issues and satisfaction.
Identifies and distinguishes between critical and less critical activities and adjusts priorities according to business impact Uses time effectively and prevents irrelevant issues or distraction from interfering with work completion Strong analytical and
problem-solving skills
, with the ability to identify issues and develop effective solution
Leadership
abilities, with a focus on coaching, mentoring and developing team members. Benefits Life Insurance Provident Fund
Title: ZMO – Call Centre Manager
Company: Professional Career Services
Location: Pretoria, South Africa
Category: Management (Client Relationship Manager, Business Development)
