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Call Centre Manager - Midrand

Momentum Metropolitan Holdings LimitedZA

30+ days ago

Job description

Job title : Call Centre Manager - Midrand

Job Location : Gauteng,

Deadline : October 12, 2025

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Role Purpose

Manage and motivate the Call Centre team in order to deliver an excellent client experience and support the achievement of sales targets.

Requirements

Minimum entry level qualification equivalent to Grade 12 / NQF4 qualification.

Degree in Commerce or Business Management (preferred).

FSB recognised qualification listed on Board Notice 268 of 2014 to fulfil the duties of a compliance Key Individual and be registered at the FSB.

FAIS Key Individual Regulatory Exam Level 1 passed.

FAIS Representative Regulatory Exam Level 5 passed.

Ability to speak African languages.

5 years' experience in Call Centre Management.

Duties & Responsibilities

Develop action plans and initiatives to drive sales, motivate team and improve performance.

Based on department targets determine sales targets for teams.

Collaborate with Managers to develop action plans to achieve sales targets and business goals.

Drive the achievement of production targets for the call centre through the implementation of initiatives and campaigns. Collaborate with Quality Assurance to coach

Managers to increase productivity, compliance and quality of calls in their areas.

Regularly assess team performance against targets and implement actions to increase performance.

Analyse, identify trends and report on team performance and productivity.

Implement measures to address nonperformance within the team.

Identify operational efficiencies and make recommendations for improvement.

Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.

Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.

Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

Provide regular reports on delivery ofservices against agreed service level agreements and in terms of overall client targets.

Provide authoritative, expertise and advice to clients and stakeholders.

Build and maintain relationships with clients and internal and external stakeholders.

Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.

Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.

Make recommendations to improve client service and fair treatment of clients within area of responsibility.

Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.

Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.

Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values

Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.

Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.

Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.

Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.

Effectively manage performancewithin the team in order to ensure business objectives are achieved.

Encourage innovation, change agilityand collaboration within the team.

Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.

Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.

Plan and implement a cycle of medium term improvements to drive pricing of services and products.

Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.

Implement and provide feedback on the effectiveness of financial policy, practice and procedures : preventing illegal, unethical or improper conduct.

Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.

Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.

Competencies

Articulating information

Developing strategies

Empowering individuals

Exploring possibilities

Generating ideas

Interacting with people

Making decisions

Providing insights

Deadline : 26th August,2025

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Call Centre Manager • ZA

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