Call Centre Manager, Bloemfontein

In brief

**Overview** The role is for a Call Centre Manager based in Bloemfontein, working for a client of Mirna Butler Recruitment. The client is seeking a dynamic and experienced leader who thrives in a fast-paced environment and is passionate about delivering excellent service and operational excellence, aiming to drive customer satisfaction and operational excellence. **What you will do** * Motivate and lead the call centre team, ensuring targets and service levels are consistently achieved. * Set and develop monthly and quarterly goals and action plans in line with business objectives. * Evaluate staff performance annually, provide regular coaching and development opportunities, and ensure the team is highly effective. * Analyze and capture call centre data using Excel, creating reports for upper management to support business performance and strategic decisions. * Monitor, assess, and improve call centre processes; identify bottlenecks through analysis and recommend solutions for continuous operational improvement. * Manage bookings of patients and customer appointments, ensuring smooth workflow and high service levels. * Develop and implement action plans in response to statistical feedback, ensuring optimal productivity and service delivery. * Provide professional customer service and support, resolving escalated issues and ensuring client satisfaction. * Use advanced Excel skills to prepare commission calculations, generate summary sheets, and analyze call and performance metrics. * Collect and analyze call centre data, including commissions and productivity, to create reports for management and guide decision-making. * Identify trends, analyze causes of problems, and implement solutions to issues impacting team and customer outcomes. * Support and manage marketing initiatives for franchise stores if required. **Requirements (from the original advert)** * Matric * Relevant tertiary qualification in Business Management, Customer Service, or a related field will be advantageous * Minimum 3-5 years' experience in a Call Centre Management role * Proven experience managing teams and achieving performance targets * Fluent in Afrikaans and English * Ability to extract, analyse, and report on data using Microsoft Excel - advanced proficiency * Track record of managing, coaching, and developing teams * Organisational skills with attention to detail * Ability to work in a fast-paced and target-driven environment * Strong verbal and written communication * Excellent interpersonal abilities * Effective problem-solving and analytical skills * Strong leadership and people management skills * Ability to foster teamwork and motivate staff **Who should apply** A dynamic and experienced Call Centre Manager who is a strong leader, thrives in a fast-paced and target-driven environment, and is passionate about delivering excellent service and operational excellence. The ideal candidate will have strong verbal and written communication, excellent interpersonal abilities, effective problem-solving and analytical skills, strong leadership and people management skills, and the ability to foster teamwork and motivate staff. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/call-centre-manager-bloemfontein-mirna-butler-recruitment Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 3 years of experience.

• Microsoft Excel
• Customer service
• Afrikaans

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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