Call Centre Operations ManagerJohannesburg, South Africa
R25,000 – R30,000 CTC Per Month (Dependent on Experience)
Full-time, On-site
About the ClientA leader in financial services and debt management, dedicated to empowering clients with financial coaching, customer support, and tailored debt management solutions. Known for their commitment to customer financial wellness, they are an ideal choice for those looking to make a meaningful impact.
Why Join Them?
Competitive Salary: R25,000 – R30,000 CTC per month
Leadership Opportunity: Lead and inspire a team of approximately 15-20 professionals
Career Development: Enhance your leadership skills in a thriving, supportive environment
Impactful Work: Support clients' financial wellness through strategic team management
About the RoleAs the Operations Manager, you will oversee a team of 15-20 in a fast-paced call center environment, providing guidance, quality control, and operational support. Your role will be crucial in ensuring that team members meet quality and performance standards, with a strong focus on customer satisfaction and efficient workflow. This position suits a seasoned professional with 5-10 years of call center leadership experience, ideally in customer service, financial services, or debt management.
Key Responsibilities
Manage and mentor a team of 15-20 call center agents
Oversee quality control, monitoring calls, and providing constructive feedback
Conduct customer satisfaction calls and resolve complaints effectively
Coach and guide team members, ensuring adherence to scripts and operational standards
Utilise Excel and other tools for performance tracking and reporting
Support inbound and outbound call campaigns, aiming to exceed SLA targets
Drive lead management initiatives, campaign planning, and relationship-building
Ensure adherence to financial wellness and debt management processes
Requirements
5-10 years of experience in call center leadership or customer service management
Background in financial services, debt management, or telesales (highly advantageous)
Skilled in quality control, customer satisfaction, and performance coaching
Proficient in Excel and other spreadsheet tools for reporting
Strong verbal and written communication skills, with attention to detail
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