Contact Centre Manager

Contact Centre Manager

Location: Remote or On-Site (Negotiable) Salary: R30,000 – R40,000 CTC Per Month Location: Johannesburg About the Client: A leading provider of Contact Centre services in South Africa, offering innovative customer engagement solutions for global clients and specialising in delivering exceptional customer support for businesses in various industries. About the Role: The client is seeking an experienced Contact Centre Manager to oversee the daily operations of their contact centre, focusing on service delivery, team leadership, and client relationship management. This individual will be responsible for ensuring optimal performance, managing budgets, and maintaining high service quality for US-based clients. Why Join Them?

• Remote or on-site work to suit your needs;
• Competitive Salary with attractive remuneration and opportunities for growth;
• Work-Life Balance with structured shifts that ensure compliance with a 45-hour work week;
• Professional Development with opportunities for career advancement within the BPO sector;
• Work in a dynamic environment and be part of a team delivering innovative solutions to global clients.

Key Responsibilities:

• Oversee Contact Centre operations, ensuring KPIs and client expectations are met;
• Lead, mentor, and manage a team of Supervisors, Team Leaders, and Agents;
• Serve as the primary contact for clients, ensuring clear communication and goal alignment;
• Manage budgets and optimise costs while maintaining service standards;
• Ensure compliance and reporting;
• Conduct Quality Assurance.

Requirements:

• Minimum of three years of experience managing BPO campaigns or contact centre operations;
• Strong leadership skills and experience managing large teams;
• Experience with US-based clients and a strong understanding of their customer service expectations;
• Financial management skills, including budget handling and cost optimisation;
• Familiarity with CRM systems, workforce management tools, and quality assurance frameworks (preferred);
• Availability to work Saturdays and Sundays, with hours balanced to comply with a 45-hour work week;
• Experience in compliance and reporting.

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