Call Centre Operations Manager

Call Centre Operations Manager
Johannesburg, South Africa

R25,000 – R30,000 CTC Per Month (Dependent on Experience)

Full-time, On-site

About the Client
A leader in financial services and debt management, dedicated to empowering clients with financial coaching, customer support, and tailored debt management solutions. Known for their commitment to customer financial wellness, they are an ideal choice for those looking to make a meaningful impact.

Why Join Them?

• Competitive Salary: R25,000 – R30,000 CTC per month
• Leadership Opportunity: Lead and inspire a team of approximately 15-20 professionals
• Career Development: Enhance your leadership skills in a thriving, supportive environment
• Impactful Work: Support clients' financial wellness through strategic team management

About the Role
As the Operations Manager, you will oversee a team of 15-20 in a fast-paced call center environment, providing guidance, quality control, and operational support. Your role will be crucial in ensuring that team members meet quality and performance standards, with a strong focus on customer satisfaction and efficient workflow. This position suits a seasoned professional with 5-10 years of call center leadership experience, ideally in customer service, financial services, or debt management.

Key Responsibilities

• Manage and mentor a team of 15-20 call center agents
• Oversee quality control, monitoring calls, and providing constructive feedback
• Conduct customer satisfaction calls and resolve complaints effectively
• Coach and guide team members, ensuring adherence to scripts and operational standards
• Utilise Excel and other tools for performance tracking and reporting
• Support inbound and outbound call campaigns, aiming to exceed SLA targets
• Drive lead management initiatives, campaign planning, and relationship-building
• Ensure adherence to financial wellness and debt management processes

Requirements

• 5-10 years of experience in call center leadership or customer service management
• Background in financial services, debt management, or telesales (highly advantageous)
• Skilled in quality control, customer satisfaction, and performance coaching
• Proficient in Excel and other spreadsheet tools for reporting
• Strong verbal and written communication skills, with attention to detail