Title: Call Centre Manager
Location: Sandton / Rosebank
About Us
At Quantanite, we are a premier BPO provider committed to delivering exceptional customer service solutions. Our work environment is dynamic, inclusive, and fosters innovation, collaboration, and professional growth. If you are passionate about leading teams, optimizing operations, and enhancing customer experiences, you’ll thrive with us.
Position Overview
We are seeking a seasoned and strategic Call Centre Manager to oversee the daily operations of our call centre in Sandton. The ideal candidate will possess a robust background in call centre management, exemplary leadership abilities, and a dedication to improving operational efficiency and customer satisfaction. This role involves managing team performance, implementing best practices, and driving continuous improvement initiatives to ensure our call centre operates at peak performance.
Key Responsibilities
Team Leadership:
- Lead, mentor, and develop a team of supervisors and agents.
- Conduct regular performance evaluations, provide constructive feedback, and support professional development to ensure high levels of team performance and engagement.
Operational Management:
- Oversee daily call centre operations to ensure adherence to service level agreements (SLAs) and quality standards.
- Manage scheduling, staffing, and resource allocation to optimize performance and efficiency.
Performance Monitoring:
- Track and analyze key performance indicators (KPIs) and metrics to assess call centre performance.
- Prepare and present detailed reports on operational performance, customer satisfaction, and service quality to senior management.
Process Improvement:
- Identify areas for improvement in call centre processes and implement changes to enhance service quality, operational efficiency, and customer experience.
- Drive initiatives to reduce call handling times, improve first-call resolution, and increase customer satisfaction.
Customer Experience:
- Ensure all customer interactions meet company standards for quality and professionalism.
- Address and resolve escalated customer issues and complaints promptly and effectively.
Training and Development:
- Develop and implement comprehensive training programs for new hires and ongoing development for existing staff.
Ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively.
Technology Management:
- Oversee the use and maintenance of call centre technologies and systems.
- Collaborate with IT and vendors to ensure systems function optimally and support the call centre’s needs.
Compliance:
- Ensure the call centre operates in compliance with company policies, procedures, and regulatory requirements.
- Conduct regular audits and implement corrective actions as needed.
Experience:
- Minimum of 3-5 years in a call centre environment.
- At least 2-4 years in a managerial or supervisory role.
Skills:
- Strong leadership and team management capabilities.
- Excellent analytical and problem-solving skills.
- Proficiency in call centre software and CRM systems.
- Superior verbal and written communication skills.
- Attributes:
- Ability to manage multiple tasks and prioritize effectively.
- Strong decision-making skills.
- Proactive and results-oriented mindset.
- Ability to work under pressure and handle challenging situations.
Education/Certifications:
- Bachelor’s degree in Business Administration, Management, or a related field preferred. Equivalent work experience will be considered.
- Relevant certifications (e.g., Call Centre Management, Six Sigma) are a plus.
What We Offer
Professional Development:
- Comprehensive training programs to enhance managerial and operational skills.
- Opportunities for career advancement and professional growth within the company.
Work Environment:
- A supportive and innovative work culture focused on teamwork and continuous improvement.
- Collaborative atmosphere where your ideas and contributions are valued.
How to Apply
Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to our hiring portal.
Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join Quantanite and lead our call centre to new heights of excellence!
Top Skills
What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter.
Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them.
Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges.
To learn more visit us at www.quantanite.com.
