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Job Summary
Job Description:
Lead, coach, and develop a team of contact centre staff to achieve performance targets
Drive service excellence, ensuring a consistent, high-quality customer experience
Manage daily operations, including workforce planning, scheduling, and productivity
Monitor and improve KPIs, service levels, and operational efficiency
Handle escalated customer issues and implement long-term service improvements
Partner with internal stakeholders to enhance processes and communication
Embed a strong performance, accountability, and continuous improvement culture
Skills & Experience:
4–5+ years’ experience in a contact centre or customer operations leadership role
Proven track record managing and motivating teams in a high-volume environment
Strong understanding of contact centre operations, QA, and performance metrics
Experience with workforce management and resource planning
Proficiency in tools such as Excel and reporting platforms (e.g., Power BI)
Excellent leadership, coaching, and communication skills
Qualification:
Relevant degree or national diploma is acceptable.
Only South African Residents or individuals with a relevant South African work permit will be considered.
If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.
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