Kempton Park: Call Centre Manager

Minimum requirements: Strong technical expertise with the ability to lead from the floor. The ideal candidate will be proactive in motivating agents, driving KPIs daily, and ensuring operational excellence in a high-pressure, fast-paced environment. This role requires someone who can effectively manage both people and processes. Requirements: Bilingual proficiency in English and Afrikaans (essential). Proven experience in call center management, with exposure to industries such as financial services, telecoms, or insurance. Strong leadership and performance management skills. Key Responsibilities Manage the daily operations of the inbound and outbound call center. Monitor KPIs such as service levels, average handling time (AHT), conversion rates, and adherence. Lead, motivate, and coach team leaders and agents to drive performance and engagement. Oversee workforce planning, scheduling, and real-time management to ensure optimal staffing levels. Conduct regular performance reviews, provide feedback, and implement development plans. Ensure compliance with company policies, industry standards, and regulatory requirements (e.g., POPIA, GDPR, or sector-specific rules). Prepare and present accurate reports on sales call center performance, trends, and improvement opportunities. Implement quality assurance and training programs to enhance customer experience and agent performance. Foster a positive, high-performance culture in a fast-paced environment. Call quality checks, run a QA framework (scorecards, weekly evaluations, calibration), ensure disclosures/POPIA compliance, and convert insights into coaching. Training & coaching to spot gaps from QA/performance data, deliver bite-size coaching and formal sessions, and track ROI via pre/post metrics. Consultant: Angie Botes – Dante Personnel Greenstone