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Call Centre/Operations Manager

Candidate: 8946
Available: Available
Location: Ekurhuleni (East Rand)
Gender: Male
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Call Centre/Operations Manager
R40000- R40000
Diploma for First Line Managers

Diploma for First Line Managers:
Matric:English Afrikaans Business economics Accountancy Mercantile law
Advanced excel,Excel,E-Mail,Internet,MS Works,Windows (basic),MS Word,Customer Service,Crystal Reports,Microsoft,MS Excel,MS Explorer,MS Outlook,MS PowerPoint,MS Query,Pastel Partner
Healthcare:Call Centre Team Leader From 2016-06 To 2016-09

Main Purpose Of The Role

Overall responsibility for efficient running of shift /contact center team.

Ensuring that all incoming interactions into the contact center are handled timeously and efficiently by staff in line with the contact center KPI’s and SLA’s.

Provide day to day operational and staff wellness support to contact centre Staff.

Main Objectives Of The Role

To ensure that the contact center offers efficient & professional service to clients on a 24 hour basis consistently.

To improve and maintain quality standards within the Contact Centre at all times.

Effective and efficient utilization and supervision of human and financial resources.

To be the first line of escalation for any issues within the organisation including first level complaint management

Performance management and development of staff to achieve contact centre K.P.I’s and SLA's

Building and maintaining relationships between internal and external clients.

Establish and plan a clear course of action, involving others as

Appropriate, managing activities and monitoring results to accomplish goals in the contact centre

Day to day management and development of all sub-ordinates.

Cost containment through day to day management of Contact Centre resources i.e. telephony and overtime

Enforce Contact Centre and Company Policies.

Accomplishes Contact Centre Human Resources by orientating, training, coaching, counselling and disciplining employees.

Communicating job expectations: Monitoring, appraising and enforcing policies and procedures (Company and department specific)

Job Skills

Communication- verbal and written

Planning/Organising-meeting deadlines

Interpersonal skills

Leadership skills

Self-motivation/ability to motivate and work in a team

Conflict management/resolution

Problem Solving

Negotiation Skills 

Service:Customer Services Manager From 2016-09 To 2018-09

Role Description

It is the responsibility of the Call Centre Manager to ensure that the image of the company as a supplier of quality products and a provider of exceptional customer service is reinforced daily.

Key Performance Areas

The Call Centre Manager is directly and personally responsible for ensuring the following:

Establish and implement processes and procedures within the Customer Care Department.

Customer care policies are established and constantly reviewed and modified when necessary, with input from the Marketing Manager when required.

These policies and procedures are fully understood and carried out by Customer Care staff in all their dealings with customers, distributors or dealers.

Supervision of customer care personnel and monitoring of their activities.

Mentoring and coaching of customer care personnel. Assess the training needs of staff and arrange the appropriate training courses.

Day to day running of department.

Constantly seek ways to improve customer care department and up lift Customer Care staff.

Provide detailed monthly reports.

Supervise service and repair workshop and personnel

Maintain consumer database and the Maximizer and Salesforce CRM software.

Co-ordination of direct marketing campaigns in conjunction with Marketing Department.

SMS Campaigns – reporting & analysis of campaigns

Facebook Page monitoring – monthly reporting & analysis of campaigns

Hello Peter Page Management – monthly reporting & analysis of campaigns

Role Requirements

The effective manning of this position is vital to the success of the company's overall public relations endeavors.

Customer care qualification.

5 years customer care / call center management experience.

10 years general customer care experience.

Technical service background an advantage.

Competence in English and Afrikaans is required.

Knowledge of running and implementing SMS campaigns advantageous.

Knowledge of Salesforce and Maximizer advantageous.

Excellent verbal and written skills required.

Excellent interpersonal skills.

Business Contacts


Marketing and Sales personnel at all levels on matters relating to new products, special promotions and any problems that may be experienced by customers with company products.

The Technical Service Representative with regard to the daily customer call programme and feedback after completion of the calls.

Accounting and Operations personnel in relation to cash sales and pool cleaner repairs.


Customers, by telephone and personally, on all queries involving company products which cannot be resolved by the Customer Care Officers.

Distributors and dealers at the highest levels on matters involving the company's customer care policies.

Marketing:Call Centre Floor Manager From 2012-03 To 2015-12

Contact Centre Floor Manager Role Summary: 

The overall responsibility of the CCFM will be to ensure that the strategic objectives of the Operations Department are met through the operational management of agents in the Support environment. Agents are to be supervised, measured and developed according to detailed KPA’s and KPI’s supporting all operational needs for the Call Centre. The CCFM is responsible for continuous monitoring of service levels and ensuring that staff has adequate knowledge and skills in order to perform their tasks to maximum efficiency. The CCFM is responsible for handling all staff issues and to ensure that discipline is maintained and that disciplinary matters are handled timeously and efficiently. The CCFM is responsible for ensuring that work processes and systems are in place and regularly reviewed to ensure that all queries are handled effectively. The CCFM needs to continuously motivate staff to drive sales in order to meet the annual sales target.

Team Management       

Contact Centre Team Management:      

Management of team chat lengths to ensure that they are aligned with Contact Centre standards

Management of team chat wrap-up times to ensure that they are aligned with Contact Centre standards

Management of team call times to ensure that they are aligned with Contact Centre standards

Ensure that each agent’s inbound queues are set to the appropriate level on the Live Person and 3CX consoles.

Ensure that all escalated Floor Manager queries are dealt with timeously and effectively.

Contact Centre Service Levels  

Management of call service levels to ensure that they are aligned with the Contact Centre standards.

Management of chat service levels to ensure that they are aligned with the Contact Centre standards.

Management of team chat availability period to ensure that they are aligned with Contact Centre standards.

QA Management            

The Floor Manager needs to ensure that his team maintains the Contact Centre required standard in knowledge scores

The Floor Manager needs to ensure that his team maintains the Contact Centre required standard in quality assurance scores

The Floor Manager will do spot checks on queries dealt with by the Call Centre Staff on shift to ascertain if there is a need for coaching

Performance Management        

The Floor Manager is responsible to address any behavioural and or performance related areas of improvement with the agent when they arise.

The Floor Manager must keep documented record of all formal coaching interactions he or she may have had with Call Centre Staff.

The Floor Manager is responsible for notifying our Human Recourses business partner and the Head of Operations of any disciplinary process that warrants their input.

The Floor Manager needs to ensure that he or she manages the performance enhancement process from start to finish. This process will be initiated where the agent’s performance has dropped to an unacceptable level and coaching sessions no longer produce the desired outcome.

Systems Management 

The Floor Manager must ensure that any operationally critical service interruptions are prioritized and completed immediately.

The Floor Manager is responsible for updating all relevant stakeholders in the event of critical systems downtime.

The Floor Manager must ensure that any new agents to his or her team are added to the relevant Contact Centre system tools. 


The Floor Manager is responsible for providing daily and monthly reports.

Daily reporting: Staff Handover report, Call Centre Daily Report and shift report.

Monthly reporting: Call Centre Presentation Statistics.

Any operational reports as and when required by the business.

Team Sales        

The Floor Manager is responsible for ensuring that the team meets the set revenue sales target as per the Contact Centre requirement.

The Floor Manager is responsible for actively managing his or her team’s Inbound and Outbound sales performance, the CCFM must ensure that sales are not performed at the cost of customer service.

The Floor Manager is responsible for providing accurate and constructive feedback to his or her team in regard to their sales performance on a regular basis. At least one report per shift cycle. 

Innovate and Create     

Generates novel ideas and unique approaches specific to the job role i.e. player / affiliate acquisition, market growth, revenue generation etc. The CCFM will be responsible to drive innovation, investigate feasibility of new ideas and to implement or escalate valid ideas to the various stakeholders.

Financial Services:Regional Implementation & Training Consultant From 2010-07 To 2012-03

Roles and responsibilities          

To project manage and implement projects, initiatives and products assigned by ABSA Group, Regional Manager, in alignment with project management principles.

Accountability: Project Planning             

Integrate and co-ordinate projects, initiatives and products being implemented by using the appropriate project management techniques and tools to plan, monitor and maintain progress.

Conduct a full impact analysis prior to the implementing of a project, initiative or product by having a clear understanding of the objectives and deliverables of the project as well as the saturation level from a stakeholder's perspective.

Plan and prepare a presentation of a new project, product or initiative in order to present the material to the selected target audience as defined in the implementation approach.

In order to identify critical success factors in line with project management principles, complete a schedule on cost analysis

Identify interdependency issues on the different projects, initiatives or products by estimating resource capacity, forecasting resource requirements, quantify the resource availability. A way to identify interdependency is to investigate the roles played by the components within the project

Drive the implementation of projects, initiatives and products which will directly impact the Retail Bank environment as defined in the implementation approach document.

Conduct effective presentations and / or facilitate implementation workshops to the specified target audience.

Conduct support sessions post implementation to the target audience in their own environment after theoretical training has completed.

Monitor project progress in relation to key milestones determined by the Implementation approach document by making use of Microsoft Office Project

Identify, resolve or escalate issues with regards to project, products and/or initiatives implemented.

Accountability: Stakeholder Management Outputs         

Provide feedback on issues and trends identified to the Regional Implementation Manager where appropriate

Keep stakeholders, e.g. Tellers, Customer Service Clerks, Consultants, Branch Managers, and Small Business Consultants, informed on change initiatives by continuously communicating with the stakeholders who is involved in the project / product which is being implemented. This can be verbal or non-verbal communication.

Support Retail Bank Implementation and Training (RBI&T) Strategic Plan initiatives by communicating the plan on an on-going basis to the key stakeholders identified in the region.

Engage with relevant stakeholders with the purpose of maintaining RBI&T as the preferred business partner. Engage with the key stakeholders by having regular meetings with the key stakeholders as well as attending Regional Leadership Forums on monthly basis.

Compile and provide status and closure reports to the National Consultant upon the finalization of a specific project. Microsoft Project would be the main source whereby the information would be derived from.

Facilitate change through consultation with stakeholders in order to receive the maximum benefit.

Perform all other duties as reasonably assigned.              

Key Skills Include           

2 years Banking / Financial Services exposure    

3 years exposure in a Retail Sales / Service environment

4 years Project Implementation experience       

Knowledge of MS Project           

Project Management Skills         

Change Management Skills        

Exposure to governance, control and risk management

Ability to work across teams and all levels            

Ability to negotiate / influence at all levels          

Good written and verbal communication skills   

Deciding and initiating action Persuading and influencing

Adapting and responding to change       

Planning and organizing Coping with pressure and setbacks

Business analysis skills  

Likelihood of having to manage multiple projects due to resource constraints and the sheer volume of projects within the Bank

Telecommunications:Contact Centre Manager From 2006-04 To 2010-06

Roles and responsibilities

The Contact Centre Manager is responsible for the efficient and optimal day-to-day operation of the holistic Contact Centre environment, including all aspects relating to people, process and technology. Day-to-day functions include the overall management of Team Leaders and Contact Centre Agents, ensuring that all agreed processes and procedures are followed and meet acceptable standards, and timeously escalating technology challenges to the relevant parties to remedy. Ad hoc functions include the implementation of any required changes in the Contact Centre, implementation and management of short term campaigns, and continuous communication and feedback with relevant management.

Reporting Structure

The Contact Centre Manager reports directly into the Head: Operations. All Team Leaders report into the Contact Centre Manager.

Call Centre manager Customers

Virgin Money customers (new and existing)

Virgin Money Contact Centre

Human Resources division

Marketing division

Business Change Enablement division

Product and Credit division

Finance division

Virgin Money South-Africa executive team

Third party partners (including ABSA, Faritec, couriers)

Virtual, Joint Venture business

Virgin Money values and culture

Multiple customer service touch points

Complex third party service execution

Dynamically changing environment including technology and

National Credit Act and related legislation.

Specific Deliverables

Leadership, Team Development and Motivation of Team Leaders

Create an environment of optimal performance, productivity, fun, motivation and maintaining high staff morale

Manage individual performance effectively

Ensure that all areas of development and knowledge gaps are addressed

Efficiently manage the performance of all Contact Centre staff

Monitor and review all standards against benchmarked quality deliverables

Be accessible and open to suggestions from the Contact Centre

Establish and build a collaborative people approach to optimize continuous improvement

Freely communicate and discuss challenges and successes with management in the interests of self-improvement.

Planning and Organisation

Set clear goals for the Contact Centre in line with the Business Strategy

Identify areas for process enhancements

Ensure that efficient channels of communication are in place and continuous

Identify the need for enhanced or improved communication channels

Punctually submit requested reports and documentation to the Head: Operations

Proactively provide additional management information and reports which could be informative or add value to management

Risk Management

Work closely with and leverage information from specialist areas such as QA and Workforce to monitor the operational health of the Contact Centre, immediately raising concerns and suggesting remedial action where required.

Implement, monitor and conduct regular audits of processes, people issues and systems where necessary and Apply all relevant compliance checks to required systems, changes, and communication channels.


Ensure that all required HR and IR reports are updated and disseminated to the relevant departments (i.e. leave, overtime, sick leave, scheduling, operational stats)

Design and compile daily, weekly and monthly reports of operational status

Timeous communication to Business Change Enablement division of all technical errors experienced in the Contact Centre

Customer Orientation and Focus Management

Ensure efficient management of customer complaints by escalating to the correct channels, and monitoring customer feedback

Identify enhanced and/or corrective procedures to limit escalated customer complaints

Ensure compliance to customer feedback turnaround times within the Contact Centre and

Personal involvement to build relationships to increase customer satisfaction

Process and System Optimisation

Review recommendations on enhancements, streamlining and redesigns for processes, procedures and systems from Team Leaders

Ensure relevant processes are documented, available/accessible, reviewed and enhanced on a regular basis by the Team Leaders in order to improve operational efficiency

Resolve and/or escalate all process deficiencies

Ensure that all relevant training requirements are met i.e. Operational, OC Health, Safety and Performance management etc.

Ensure adherence levels are always at an acceptable level

Performance Outcomes

Proven self-management ability displayed in complete ownership of regular, day-to-day functions, and the ability to run with and implement initiatives when required

Proactively raising concerns and requesting authorization where required

Proactive rather than reactive reporting approach

Taking initiative and suggesting areas of improvement

Taking ownership of a problem and driving through to resolution

Continuous status updates to the Head: Operations on specific tasks

Consistently showing a 'can do' attitude in all tasks and the ability to inspire and motivate people to rise above their existing level of performance

Management Approach

Proven ability to build, lead, manage and motivate teams

Performance management of teams and target management

Effective communication skills

High level of relationship-building skills

Prioritizing, planning and organizing skills

Contributing to team success

Customer orientation

Technical/Professional knowledge

Quality orientation and

High work standards.

Personal Attributes

Practical skill and ability to work under pressure

Stress tolerance

Decision making and problem solving

Systems thinking including reporting and analytical ability

Conflict handling including assertiveness

Adaptability including influence and relationship building

High level of emotional intelligence

April 2006 to June 2008

Technical Team Leader

Roles and responsibilities

Manage a dynamic team of technical staff members

Look after and manage the Virgin Money Internet Banking website

Manage and look after the various banking systems associated with the role of Technical Team leader i.e. Financial Banking Sub-System

Manage the various inter personal relationships between team members as well as the relationship between the Team and management

Motivation of the team members

Identifying the strong and weak points of each team member and the development of each member in accordance

Doing 1 on 1 discussions with each member once a month

Doing 4 side by side interactions with each team member per month

Handling of all low to mid-level disciplinary actions

Ensuring that all Team attendance registers are up to date and completed and submitted at the end of each month

Working very closely with Work Force Management to ensure that Team and the Call Centre Floor adherence schedules are met and maintained

Scheduling of staff to cover the Technical needs of the floor over weekends

Ensuring that all MIS data that is submitted for reporting purposes are correct and up to date

Owning your space and accepting responsibility for your team and for the business as a whole

Completing any additional tasks or projects that senior management might allocate to you as an individual or to the team in a correct and timeous manner

Key Skills Include

Excellent Communication Skills

Excellent problem solving abilities

Excellent interpersonal skills

A strong IT background especially relevant to 3rd party computer software

The desire to overachieve

The ability to work in a dynamic team environment

Excellent customer relation building skills

The ability to produce MIS reports ranging from low level to high level reports

The ability to think on your feet

Quick decision making skills without the decision being to the detriment of the Business

Working fast and extremely thorough with zero margin for error


IT - Software:IT & Service Consultant From 2004-08 To 2006-04

Roles and responsibilities

Assist Pastel clients with Networking, Accounting and any other Pastel related queries on the inbound telephone lines in the Call Centre

Do accounting data fixing on client data

Perform onsite visits to client businesses to resolve urgent Pastel operating problems

Attend to clients that brings their data or computers to the Pastel offices in a courteous and professional manner

Key Skills Include

Excellent Communication Skills

Excellent problem solving abilities

A good understanding of accounting principles

A strong IT background especially relevant to networking and general 3'd party computer software

The desire to overachieve

Excellent computer networking knowledge i.e. LAN and WAN, Terminal Services

Understanding computer and networking Protocols

Exercise - Fitness:Call Centre supervisor From 2003-02 To 2003-08

Roles and responsibilities

Ensure that service standards are met and maintained nationally.

Motivate and manage Call Centre staff.

Ensure that Call Centre staff is fully informed of all company procedures and promotions through constant communication.

Monitor staffing needs and requirements by keeping track of promotions and increasing quota when necessary.

Ensure that Call Centre staff is fully trained in all aspects of the business and to continue training when necessary.

Ensure the smooth running of all Call Centre equipment and taking necessary action when required.

Ensure the prompt answering and attending to of the Customer Care Line calls with clear and consistent communication.

Ensuring the prompt resolution of all member queries.

Reply in writing when necessary to letters/e-mails received.

Provide full reports of calls received.

Provide monthly reports on web site usage.

Monitor on line submissions and provide monthly reports thereon.

Completely knowledgeable with regards to the maintenance of the web site in the event of succession

Key Skills Include

Customer Connect Mastery

Excellent Leadership Abilities

Desire to over achieve

Ability to motivate, support and manage a team

Computer - IT:Technical Team Leader From 2003-09 To 2004-07

Roles and responsibilities

Managing the Call Centre

Ensure at all times that the contact centre is fully staffed and schedules are in place at least two weeks before shift change

Ensure that the targets/metrics are met: AHT — Average handling time, ST — Smart Transfer, Customer Satisfaction

Attendance, Contact Guidelines and Punctuality

Attend management meetings with US mentors to monitor progress

Daily management meeting to discuss action plans

Daily success meeting with team members to discuss action plans for the week to month and their development

Create competitions to enhance working conditions and motivate consultants

Approve timesheets on a weekly basis for consultants to get paid according to hours worked

Hand in weekly MIS reports on team improvements and plan for the week

Liaise with SSP- Service provides (Emmanuel’s and Quest. on staffing issues

Conduct disciplinary and warnings together with HR

Trained junior Team Leaders upon arrival after training

Formulated Reward and Recognition structures for each month for the entire floor

Monitored consultants calls to ensure service levels are met and maintained

Enforced rules and regulations to maintain one overall standard

Checked call volumes in comparison to staff compliment and arranged for additional staff with agencies when required Ensured that Quality Assurance department had appropriate feedback in regards to calls monitored for various agents throughout all teams

Encouraged team work throughout all aspects of the business

Key Skills Include

Customer Connect Mastery

Excellent Leadership Abilities

Desire to over achieve

Ability to motivate, support and manage a team

Financial Services:Contact Systems Administrator From 2002-03 To 2003-01

Roles and responsibilities  

Research and contact clients to confirm details are correct on existing client base.

Designing and implementing functional reports and report templates for the Branch Manager.

Compiling reports on consultant productivity.            

Reporting on the clients that have been contacted to confirm their correct details, these reports are given to the manager of Sage Oxford Branch.

Maintaining the branch database as well as all new reporting that is put in place to measure the branch sales, and success of the branch operations.

Telecommunications:Call Centre Supervisor From 1996-03 To 2002-02

Pulling stats for ERS Field services as well as stats for the ERS Call Centre pertaining to:

Road Patrol productivity              

Assistance details           

Agent productivity         

Call Centre telephone activity (inbound and outbound.

Agent case volumes      

Maintaining these reports on a regular basis      

Assisting the manager in setting up procedural manuals with reverence to activities within the ERS Call Centre

Handling or assisting in the handling of high Level complaints from AA members

Any other duties the Quality Control manager would assign from time to time.

This position entailed me to be more involved in the statistical performance of the call centre as well as to a certain extent our Road Patrol division. I was tasked with retrieving information from various databases and compiling detailed reports on agent activity, case volumes, incoming call volumes from AA members and outbound call volumes made by call takers.

This information was then compiled into low-level reports for the call centre manager, and high-level reports for senior management and the Director - Operations.

Ekurhuleni (East Rand)
Kempton Park
Ekurhuleni (East Rand)
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