About the role:
Quantanite is a global leader in business process outsourcing (BPO) and customer experience (CX), driven by AI and cutting-edge technology. Our focus is on making operations smarter, faster, and more seamless for our clients by combining automation with human expertise to deliver exceptional results. With a team of over 2800 + professionals worldwide, we’re at the forefront of redefining how businesses operate in the digital age. Our approach emphasizes orchestrating people, processes, and AI-driven solutions to ensure efficiency and innovation at every level. As we continue to grow and expand our AI and digital transformation initiatives, we’re looking for a Call Centre Manager to help lead and scale our operations from Johannesburg.
Responsibilities
- Responsible for a portion of our call centre operations in Johannesburg, South Africa
- Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations
- Work closely together with the sales organisation to on-board new clients
- Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning
- Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth
- Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies
- Manage and oversee overall performance and service level agreement
Requirements
- Proven and successful ability to lead call center agents towards growth
- Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
- Desire to build career in one organisation for the next 3+ years
- Outstanding communication and negotiation skills
- A person of high integrity, honest, straight-forward and transparent
- A Bachelor's degree is desirable
- Project management and/or training experience is desirable
- Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
- Highly proficient with ERP software and other applicable tools such as CRM
- Good experience in call center platforms
Competencies
- Professional, emotionally mature and ethical
- Strong, proactive, service mindset and customer focused
- Strong interpersonal skills and ability to work well with a broad range of personality styles and types
- High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
- Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
- Passion for customer service!
- Stay calm under pressure!
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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.
