Group Call Centre Manager Johannesburg

Salesworx is proud to partner with one of South Africas premier private higher education institutions. We are currently seeking a Group Call Centre Manager who will be responsible for overseeing all aspects of call centre operations. The role involves ensuring optimal performance fostering team development and driving customer satisfaction while also focusing on target achievement and enhancing operational efficiencies.

Operational Management

• Lead the daily operations of the call centre implementing strategic initiatives to enhance performance and call quality
  
• Set monitor and achieve key performance targets for speed efficiency sales and quality standards
  
• Ensure optimal staffing levels and shift patterns to meet call volume demands
  
• Maintain comprehensive knowledge of industry trends and best practices to drive continuous improvement
  

Team Leadership & Development

• Oversee recruitment onboarding and ongoing development of call center staff in collaboration with HR
  
• Provide leadership and direction to team leaders and agents through coaching mentoring and performance management
  
• Design and implement training programs covering product knowledge customer service skills and operational procedures
  
• Create and manage incentive programs to drive motivation and retention
  

Performance Monitoring & Analysis

• Monitor call quality through random sampling to ensure service excellence and identify areas for improvement
  
• Conduct regular performance reviews and develop targeted improvement plans
  
• Forecast and analyze operational metrics against budget targets
  

Manage team using relevant data in line with the Growth Ten Implementation Framework summarised as:

• Daily Review Process
  
• Morning team huddle
  
• Key metric review
  
• Priority alignment
  
• Challenge identification
  
• Action plan adjustment
  

Weekly Analysis

• Performance review
  
• Target progress
  
• Team feedback
  
• Resource allocation
  
• Strategy adjustment
  
• Monthly Evaluation
  
• Comprehensive metric review
  
• Goal achievement assessment
  
• Team development progress
  
• Process effectiveness
  
• Initiative outcomes
  
• Quarterly Strategic Review
  
• Longterm goal progress
  
• Strategic initiative assessment
  
• Resource optimization
  
• Team capability growth
  
• Market position analysis
  

Customer Experience

• Ensure agents are equipped with necessary knowledge and skills to resolve customer enquiries effectively
  
• Handle escalated customer issues requiring senior intervention
  
• Maintain high standards of customer service across all interactions
  
• Oversee outbound sales initiatives and student engagement strategies
  
• Resource Management
  
• Ensure appropriate staffing levels to meet demand and service level agreements
  
• Manage technology resources and recommend improvements to enhance operational efficiency.
  
• Ensure 100% accuracy on CRM and ERP from team to support.
  
• Training & Development
  
• Develop comprehensive onboarding programs for new hires covering:
  
• Company products and services
  
• Systems and operational processes
  
• Customer service protocols
  
• Create development plans for existing staff to support career progression
  
• Ensure team stays current with product updates and promotional offerings
  

Reporting & Analytics

• Sales performance and conversion rates
  
• Operational costs and efficiency metrics
  
• Call volumes and agent productivity
  
• Quality assurance and customer satisfaction metrics
  
• Use data insights to drive strategic decisionmaking and process improvements
  

Key Success Metrics

• Sales target achievement and conversion rates
  
• Agent productivity and performance metrics
  
• Team retention and development
  
• Deliver the basics well. Innovate and improve to drive efficiencies and market differentiation.
  

Requirements

• Bachelors degree in Business Administration Management or related field
  
• At least 34 years of call center experience or supervisory role in a call centre environment
  
• Proven track record in managing large customer service teams
  

Demonstrated experience in:

• Call center operations management
  
• Performance management and metrics tracking
  
• Staff training and development programs
  
• Customer relationship management (CRM) systems
  
• Budget and resource management
  
• Quality assurance programs
  
• Sales and conversion rate optimization
  

Benefits