Call Centre Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee and provide support to a team of call centre agents, ensuring that performance goals and quality benchmarks are achieved.

• Manage workforce planning, scheduling, coordination of training, and conduct team performance evaluations.

• Effectively communicate with internal teams and external stakeholders across various time zones.

• Keep precise records of team KPIs, call quality assessments, and operational reports.

• Utilize relevant tools, including call centre platforms, CRM systems, and workforce management software.

• Assist the broader business with handling escalations, managing SLAs, and initiatives aimed at enhancing customer satisfaction.

• Recognize and implement opportunities to boost team efficiency, agent performance, and overall customer experience.

⛳️ Requirements

• A minimum of 3 years of experience in call centre management or a similar field.

• Outstanding written and verbal communication abilities in English.

• Strong organizational skills with the capability to manage a team and juggle multiple priorities simultaneously.

• Proficient in using call centre platforms, CRM systems, and reporting tools.

• Capable of working independently and effectively managing your own time.

• Exceptional attention to detail and a proactive approach to resolving issues.

• Experience with UK-based clients or employers is a plus.

• Must possess a reliable laptop, stable internet connection, a headset, and a quiet workspace.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive team environment.