Call Centre Assistant Manager

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  • Full Time
  • Centurion, South Africa

Hello Group

Call Centre Assistant Manager

Company: The Hello Group

Location: Centurion, Gauteng

About Us: We innovate accessible services for migrant and underserved communities through technology-driven solutions.

Job Summary

Lead a 100-member customer service team in financial services, ensuring operational excellence and regulatory compliance. Requires strategic leadership with 4+ years of call center management experience.

Key Responsibilities

Team Leadership:

  • Train and mentor customer service consultants
  • Conduct performance reviews and improvement plans
  • Handle employee relations and disciplinary processes

Operational Excellence:

  • Manage daily call flow and staff scheduling
  • Enhance customer experience initiatives
  • Resolve escalated customer issues effectively

Quality Assurance:

  • Monitor KPIs and service standards
  • Implement compliance protocols and security measures

Analysis & Reporting:

  • Prepare weekly/monthly performance reports
  • Identify trends for process improvements

Qualifications & Requirements

  • Bachelor’s degree required
  • 4+ years call center management experience
  • Proficiency in CRM systems and Microsoft Excel
  • Strong leadership and conflict resolution skills
  • Experience in financial services preferred

Work Environment

Fast-paced setting requiring adaptability to changing priorities and technologies.

Application Process

Submit application through designated career portal. Only qualified candidates will be contacted.

Note: We never charge fees during recruitment. Free CV templates available through our career resources.

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