Call Centre Manager, Bloemfontein

• Matric
• Fluent in Afrikaans and English
• Proven experience in call centre management or team leadership within a call centre environment
• Advanced proficiency in Microsoft Excel - including lead extraction and reporting
• Ability to extract, analyse, and report on data using Microsoft Excel
• Track record of managing, coaching, and developing teams
• Organisational skills with attention to detail

• Strong verbal and written communication
• Excellent interpersonal abilities
• Effective problem-solving and analytical skills
• Team leadership and people management
• Ability to foster teamwork and motivate staff

• 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

• Applications close 21 August 2025
• If you did not receive feedback within 14 days, please consider your application unsuccessful
• Only applications submitted via the Ditto Jobs platform will be considered
• Only candidates who meet all our client's minimum requirements will be contacted

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