{"id":1669,"date":"2025-05-02T23:13:20","date_gmt":"2025-05-02T23:13:20","guid":{"rendered":"https:\/\/southafricanyouthsjobs.co.za\/?p=1669"},"modified":"2026-03-06T22:38:44","modified_gmt":"2026-03-06T22:38:44","slug":"call-center-manager","status":"publish","type":"post","link":"https:\/\/southafricanyouthsjobs.co.za\/?p=1669","title":{"rendered":"Call Center Manager"},"content":{"rendered":"<div id=\"south-1680958923\" class=\"south-before-content south-entity-placement\"><script async src=\"https:\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-9040931780721427\"\r\n     crossorigin=\"anonymous\"><\/script>\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:block\"\r\n     data-ad-format=\"autorelaxed\"\r\n     data-ad-client=\"ca-pub-9040931780721427\"\r\n     data-ad-slot=\"5167572988\"><\/ins>\r\n<script>\r\n     (adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script><\/div><p><script async src=\"https:\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-9040931780721427\"\n     crossorigin=\"anonymous\"><\/script><br \/>\n<ins class=\"adsbygoogle\"\n     style=\"display:block\"\n     data-ad-format=\"autorelaxed\"\n     data-ad-client=\"ca-pub-9040931780721427\"\n     data-ad-slot=\"5167572988\"><\/ins><br \/>\n<script>\n     (adsbygoogle = window.adsbygoogle || []).push({});\n<\/script><\/p>\n<div class=\"heading-blue\">\n<h1>Job Description<\/h1>\n<\/div>\n<div class=\"vacancy-description\">\n<p>We are seeking a highly skilled and experienced Call Centre Manager to join our team. The ideal candidate will have a proven track record in managing a call centre team and driving excellent customer service.<\/p>\n<p><strong>Duties &amp; Responsibilities\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/strong><\/p>\n<p><strong>Sales &amp; Retentions<\/strong><\/p>\n<ul>\n<li>Recruitment, Performance and Retention of staff<\/li>\n<li>Maintain a high level of Customer service when handling call escalations<\/li>\n<li>Sales targets in line with business strategy<\/li>\n<li>Reporting and performance analysis to track an improve performance<\/li>\n<li>Identifying new opportunities within the division<\/li>\n<\/ul>\n<p><strong>Efficiencies and Effectiveness<\/strong><\/p>\n<ul>\n<li>Ensure productivity is optimized through the effective management of the entire campaign, driving best practice<\/li>\n<li>Consistently monitor, review and evaluate team performance to ensure set objectives are met.<\/li>\n<li>Daily and Weekly meetings with teams to ensure cross team alignment and to address issues regarding production<\/li>\n<li>Maintains acceptable work ethics within assigned mandates; keeping teams focused and productive (ensure SLA is being followed).<\/li>\n<li>Assist in identifying, developing, evaluating, implementing or improving new procedures to improve sales and reduce costs.<\/li>\n<li>Interact effectively with other departments to ensure smooth running of area.<\/li>\n<li>Ensures application and enforcement of all policies and procedures.<\/li>\n<li>Foster an environment that encourage and rewards innovation and challenges current methodologies with a view to improve efficiencies and effectiveness<\/li>\n<\/ul>\n<p><strong>Manage Team Performance<\/strong><\/p>\n<ul>\n<li>Identify through capacity planning, resources that are required<\/li>\n<li>Focus on maintaining high performing retentions and sales teams, that are driven, incentivized and motivated to achieve set targets<\/li>\n<li>Ensure that all employees have KPIs in place to effectively manage performance levels which adequately reflect expected performance outcomes and defines appropriate competencies and behaviours of the various roles.<\/li>\n<li>Creates and drives motivation through fun activities\/themes.<\/li>\n<li>Effectively communicate any changes to the mandate to team<\/li>\n<li>Management of Absenteeism\/Late coming across all teams<\/li>\n<\/ul>\n<div class=\"content\">\n<div class=\"container-fluid\">\n<div class=\"row\">\n<div class=\"col-md-12\">\n<div class=\"container\">\n<div class=\"row\">\n<div class=\"vacancy-description\">\n<p><strong>Reporting<\/strong><\/p>\n<ul>\n<li>Provides daily feedback to our Client as and when required.<\/li>\n<li>Adherence to compliance and regulatory requirements<\/li>\n<li>Analyse existing processes and workflows to identify inefficiencies and propose improvements<\/li>\n<li>Interpret data and provide actionable insights to support decision-making and optimise processes through automation.<\/li>\n<\/ul>\n<p><strong>Competencies Required<\/strong><\/p>\n<p><strong>Knowledge<\/strong><\/p>\n<ul>\n<li>Ability to interact with clients<\/li>\n<li>Target Tracking on daily basis and facilitating in the adaption of the strategy accordingly.<\/li>\n<li>Knowledge of SLA Management\/Mandate Policies and Procedures\/Panel Rankings\/Required Quality Assurance standards.<\/li>\n<li>Ability to use outcomes to adjust and to ensure that targets are met.<\/li>\n<li>Ability to produce and write commentary for Client Reporting (Daily, weekly and monthly)<\/li>\n<li>Excellent People Management Skills to lead a Team (Performance Management, People Management &amp; motivation skills.)<\/li>\n<\/ul>\n<p><strong>Skills<\/strong><\/p>\n<ul>\n<li>Uses effective interpersonal and communication skills to gain acceptance of and commitment to plans, ideas and initiatives.<\/li>\n<li>Makes client and business needs a primary focus.<\/li>\n<li>Builds rapport and constructive relationships with stakeholders.<\/li>\n<li>Considers how actions or plans will affect the client\u2019s requirements and existing environment.<\/li>\n<li>Implements effective ways to monitor and evaluate client concerns, issues, and satisfaction.<\/li>\n<li>Identifies and distinguishes between critical and less critical activities and adjusts priorities according to business impact<\/li>\n<li>Uses time effectively and prevents irrelevant issues or distraction from interfering with work completion<\/li>\n<li>Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.<\/li>\n<li>Leadership abilities, with a focus on coaching, mentoring, and developing team members.<\/li>\n<\/ul>\n<p><strong>Package includes:<\/strong><\/p>\n<ul>\n<li>Market Related Salary<\/li>\n<li>15 Days Annual Leave<\/li>\n<li>Life Insurance<\/li>\n<li>Provident Fund<\/li>\n<\/ul>\n<\/div>\n<div class=\"vacancy-apply-btn margin-bob-30\"><a class=\"btn btn-primary\" href=\"https:\/\/webuycars.simplify.hr\/Vacancy\/Apply\/obsmah\" rel=\"nofollow noopener\" target=\"_blank\">Apply<\/a><\/div>\n<\/div>\n<div class=\"horizontal-divider margin-top-40\"><\/div>\n<div class=\"row job-details\">\n<div id=\"divCompanyGallery\">\n<div id=\"gallery\" class=\"container image-gallery-container\">\n<div class=\"row\">\n<div class=\"company-images slick-initialized slick-slider\" role=\"toolbar\">\n<div class=\"slick-list draggable\" aria-live=\"polite\">\n<div class=\"slick-track\" role=\"listbox\">\n<div class=\"slick-slide slick-cloned\" tabindex=\"-1\" role=\"option\" aria-describedby=\"slick-slide07\" data-slick-index=\"-1\" aria-hidden=\"true\">\n<div id=\"\">\n<div><\/div>\n<div id=\"\"><img id=\"\" class=\"slick-loading\" data-lazy=\"https:\/\/cdn.simplify.hr\/img\/94\/0c\/94959b5b-6dc6-4113-bffe-7188e4b4ee0c.jpg\" \/><\/div>\n<\/div>\n<\/div>\n<div class=\"slick-slide slick-current slick-active\" tabindex=\"-1\" role=\"option\" 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The ideal candidate will have a proven track <a class=\"mh-excerpt-more\" href=\"https:\/\/southafricanyouthsjobs.co.za\/?p=1669\" title=\"Call Center Manager\">[&#8230;]<\/a><\/p>\n<\/div>","protected":false},"author":1,"featured_media":1667,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[260,1],"tags":[],"class_list":["post-1669","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-entry-level-jobs","category-uncategorized"],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/southafricanyouthsjobs.co.za\/wp-content\/uploads\/2025\/05\/ba5df3aa-094f-4171-ab9f-7a487e093e60-1.png?fit=140%2C70&ssl=1","jetpack_shortlink":"https:\/\/wp.me\/pf9ca1-qV","jetpack_sharing_enabled":true,"jetpack_likes_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/posts\/1669","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1669"}],"version-history":[{"count":1,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/posts\/1669\/revisions"}],"predecessor-version":[{"id":1670,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/posts\/1669\/revisions\/1670"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=\/wp\/v2\/media\/1667"}],"wp:attachment":[{"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/southafricanyouthsjobs.co.za\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}