The Role
Lead and manage daily contact centre operations across FIT, offline/backline, post-cruise, Tier 2, QA and workforce functions. Own service levels, staffing, training, SOP/ISO compliance, escalations, service recovery, performance reporting, continuous improvement, and interdepartmental communication to optimize customer experience and operational efficiency.
Summary Generated by Built In
About Our Client
Our client operates a large customer operations environment supporting travel customers, travel agents, internal departments, customer care and specialist service functions. The business requires a manager who can lead people, service levels, backline support, quality, workforce planning and continuous improvement in a structured contact centre operation.
Role Overview
This combined role profile covers both FIT Contact Centre Manager and Offline Contact Centre Manager requirements. The successful candidate will provide leadership and direction to teams across customer service, FIT, offline/backline, post-cruise, Tier 2, QA and workforce-related functions. The role is responsible for operational performance, customer experience, service recovery, people management, staffing, training, compliance and continuous improvement.
Key Responsibilities
Manage the daily running of the contact centre and implement operational strategies that support service quality and efficiency.
Lead teams across FIT, offline/backline, post-cruise, Tier 2, groups, QA and workforce-related functions where applicable.
Maintain and improve contact centre operations by monitoring system performance, identifying problems and preparing action plans.
Ensure SOP and ISO-related standards are implemented and followed to protect service excellence and quality compliance.
Deal with complex customer complaints, escalations and service recovery decisions timeously and professionally.
Identify service delivery gaps and implement improvement initiatives to prevent repeated customer issues.
Plan appropriate staffing levels, shifts, leave, overtime and seasonal coverage to meet business requirements.
Manage productivity, morale, training, coaching and performance feedback across the department.
Conduct monthly team meetings, coaching sessions, performance reviews and quarterly performance appraisals where required.
Monitor service level performance, identify trends and make recommendations for operational improvements.
Maintain excellent communication with other departments and service centres to improve commitment to service.
Recruit, build, motivate, retain and develop staff to maximise performance and delivery of agreed objectives.
Evaluate performance, set role expectations and support employee growth plans.
Use data, reports and operational insight to manage risk, trends, absenteeism, call arrival patterns and staffing shortfalls.
Requirements
Matric / Grade 12 is essential.
Bachelor degree in business management, business administration, operations management or related field is preferred; equivalent experience may be considered.
4 to 5 years management experience is required.
Minimum 300 staff supervision
Previous contact centre management experience is required.
Proven experience managing and motivating teams is essential.
Experience working within a call centre environment and understanding contact centre technology is required.
Proven experience dealing with customers and escalated complaints is required.
Good knowledge of local work legislation applicable to contact centres is required.
Power BI, Peopleware, Omni Intelligence, Pure Cloud or similar system exposure is advantageous.
Microsoft Excel, PowerPoint and Word proficiency is required.
Strong coaching, communication, analytical thinking and time management skills are essential.
Must have a self-initiated approach, drive for continuous improvement and meticulous attention to detail.
Skills Required
- Matric / Grade 12
- Bachelor degree in business management, business administration, operations management or related field (or equivalent experience)
- 4 to 5 years management experience
- Supervision of minimum 300 staff
- Previous contact centre management experience
- Proven experience managing and motivating teams
- Experience working within a call centre environment and understanding contact centre technology
- Proven experience dealing with customers and escalated complaints
- Good knowledge of local work legislation applicable to contact centres
- Exposure to Power BI, Peopleware, Omni Intelligence, Pure Cloud or similar systems
- Proficiency in Microsoft Excel, PowerPoint and Word
- Strong coaching, communication, analytical thinking and time management skills
- Self-initiated approach, drive for continuous improvement and meticulous attention to detail
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
RMV Solutions Pty Ltd is a South African recruitment agency established in 2017, with recruiters who are experts in search and selection and are passionate about bringing candidates and clients together across various sectors.
