Call Centre Manager - Midrand

Job Purpose This role is responsible for managing and overseeing the quality, delivery, and operational outcomes of all call centre services. The Call Centre Manager will ensure the effective integration of services, staff performance, and the successful implementation of new processes and client contracts. This position is ideal for a proactive, results-driven professional with strong people management experience and strategic insight into the call centre industry, particularly in claims and service environments. Key Responsibilities Manage the delivery and performance of call centre services to meet service level agreements. Oversee the successful implementation of new contracts and associated processes. Assess and provide input on the relevance of process flows for new contracts. Communicate progress and updates to key stakeholders including operations, wellness, and business development teams. Ensure agents meet required service standards and deliver optimal performance. Provide monthly management reports and strategic updates to leadership. Guide strategic planning and execution of call centre programs in collaboration with senior leadership. Establish, implement, and monitor a QA system to measure service delivery effectiveness. Participate in the development of new call centre-based products and enhancements. Analyse market trends to assess the relevance of current products and recommend repositioning if necessary. Identify and allocate resources to support the development and implementation of new services. Requirements Experience 35 years of managerial experience in a call centre environment. Experience in people management and claims administration. Demonstrated success in strategy execution, contract implementation, and service oversight. Skills & Attributes Excellent verbal and written communication skills in English. Strong business acumen and problem-solving mindset. Ability to work under pressure and meet tight deadlines. Skilled in leading cross-functional teams and managing multiple call centres. High-level strategic, analytical, and negotiation skills. Deep understanding of how people and technology intersect in call centre environments. Ability to maintain a positive and solution-oriented approach in uncertain conditions. Educational Requirements Matric (essential). Further relevant education or certifications are advantageous. Should you not receive a response within 10 working days, please consider your application unsuccessful.

Location: Midrand, Gauteng, ZA

Posted Date: 8/1/2025