Call Centre Manager

Job Advertisement: Call Centre Manager - IZI South Africa

Location: Head Office - Centurion

Category: Customer Support

About The Role

Are you a dynamic, values-driven leader with a passion for delivering exceptional customer support?

We are seeking a talented Call Centre Manager to join our team at the Head Office in Centurion. In this pivotal role, you will be responsible for providing exemplary customer service to our clients and operational staff, driving standard operating procedures, and leading our dedicated team of Call Centre Agents to success.

Key Responsibilities

• Team Leadership & Management: Lead by example, distribute workflow effectively, foster teamwork, and manage disciplinary actions in line with Group policies.
• Training & Development: Mentor, coach, and motivate staff through individual development plans to ensure continuous up-skilling.
• Call Centre Operations: Oversee daily operations, review and document operational policies, and manage client engagements professionally. Produce insightful performance reports for management and clients.
• SLA Management: Monitor call response times, manage exceptions, and escalate issues to Branch Managers to ensure excellent service delivery.
• Health & Safety: Actively participate in and monitor branch safety plans, ensuring full workplace compliance.
  
  

• Education: Grade 12 and a relevant Call Centre Certificate/Diploma.
• Experience: 4-6 years of call centre experience, including staff management, resolving technical issues, and handling 2nd line support escalations.
• Technical Skills: Proficiency in Google Workspace, Windows for Work, MS Office, and navigating call tracking software.
• Attributes: Excellent written and verbal communication, logical thinking, attention to detail, professional demeanor, and the ability to thrive under pressure and handle difficult customer situations.