Overview
Call centre operations m… Jobs in Gauteng, South Africa at ITM Tanzania Limited
Title: Call centre operations m…
Company: ITM Tanzania Limited
Location: Gauteng, South Africa
About The Job
- The Operations Manager will be responsible for overseeing the daily operations of the call centre, ensuring high performance, strong sales delivery, and excellent customer service. This role requires a strategic and hands-on leader who can drive team performance, optimize processes, and achieve business targets.
Responsibilities
- Manage and oversee daily call centre operations
- Lead, coach, and develop team leaders and agents
- Drive sales performance and ensure targets are met
- Monitor KPIs (conversion rate, call quality, productivity)
- Implement strategies to improve efficiency and performance
- Ensure compliance with company policies and South African regulations
- Handle escalations and resolve complex customer issues
- Collaborate with HR and Training teams for recruitment and development
- Prepare reports and provide insights to senior management
- Manage workforce planning, scheduling, and performance tracking
Requirements
- Minimum 5–10 years experience in call centre operations (sales environment preferred)
- Proven experience in managing teams and driving performance
- Strong leadership and people management skills
- Experience in insurance / funeral cover is a strong advantage
- Excellent communication and problem-solving skills
- Strong understanding of KPIs and reporting
- Ability to work under pressure in a target-driven environment
- Proficiency in MS Office and call centre systems
Apply now