Call Centre Job Vacancies

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Call Centre Manager – Night Shift Opportunity

Job Title: Call Centre Manager – Night Shift Opportunity

Location: Gauteng

Work Type: Permanent

What would make you a good fit for this role

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

Minimum Requirements:

  • Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
  • Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
  • Management-related qualification

What You’ll Be Doing

Operations Management

  • Manages operational costs through effective resource management
  • Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
  • Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
  • Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
  • Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
  • Ensures consistency and standardization with the client’s other operations

Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.

Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

People Management

  • Coaches to ensure a full understanding of consequences of errors
  • Creates an environment that fosters team work and co-operation amongst team members
  • Ensures appropriate staffing and action accordingly
  • Selects and places candidates in terms of agreed recruitment and selection process
  • Training and Development
  • Performance Management

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