Job Description
About the Role
We are seeking an experienced Call Centre Agent Manager to join our team at Energy at Work Projects in Gauteng. As a seasoned professional, you will be responsible for leading, coaching, and developing a team of call centre agents, while also driving key performance indicators (SLA, AHT, quality, productivity, migrations). If you have a strong background in telecommunications or next-generation networks, we encourage you to apply.
Key Responsibilities
- Lead, coach, and develop a team of call centre agents.
- Monitor and drive key KPIs (SLA, AHT, quality, productivity, migrations).
- Handle escalations and provide agents with product knowledge and customer solutions.
- Prepare and present performance reports and updates to management.
- Ensure full compliance with processes, policies, and service standards.
- Collaborate with management, HR, and clients to align with business objectives.
- Oversee network/system migration activities, ensuring minimal downtime and service impact.
Requirements
- Minimum 2 years of call centre experience — ideally within Telecommunications or Next Generation Networks.
- A mix of sales and customer service experience in a technical field will also be considered.
- Strong people management, coaching, and conflict resolution skills.
- Excellent reporting, presentation, and analytical ability.
- Proficiency in MS Office (Excel, PowerPoint, Teams) and SharePoint.
Qualifications
- No formal education mentioned
Salary & Benefits
No information available
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Business Intelligence Jobs in Gauteng
Gauteng, the largest economic hub in South Africa, is home to a thriving Business Intelligence (BI) job market. Typically, BI professionals play a critical role in helping organisations make data-driven decisions by analyzing and interpreting complex data sets. Common industries that employ BI specialists include the financial services sector, technology industry, and manufacturing sector.
In terms of salary expectations, Business Intelligence professionals in Gauteng can generally expect to earn salaries within the range of R600 000 to R1,200 000 per annum, depending on factors such as experience, company size, and industry sector. However, it’s essential to note that actual salaries may vary significantly due to individual circumstances, with senior positions or those in large corporations often commanding higher salaries.
Common skills required for a Business Intelligence role include proficiency in data analysis software (such as Microsoft Power BI), strong programming skills (often in languages like SQL and Python), experience with data visualisation tools, business acumen, and excellent communication skills. Other important skills include data mining techniques, statistical knowledge, and the ability to work effectively in a team environment.
Industry sectors commonly employing Business Intelligence professionals include financial services, technology, manufacturing, and retail, among others. These roles often require individuals to have a broad understanding of business operations, market trends, and customer needs.
For career development purposes, Business Intelligence professionals can expect to progress through various stages, from junior analyst roles to senior BI manager positions. Typically, this requires ongoing education and training in emerging technologies like machine learning and artificial intelligence. Additionally, opportunities for professional certification (e.g., Certified Data Analyst) and participation in industry conferences and networking events are often valuable for career advancement. By focusing on developing a strong skill set and staying up-to-date with industry trends, BI professionals can position themselves for success in the Gauteng job market.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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