Call Centre Manager

Job Description

Lead a 24/7 call centre team delivering accident, emergency, roadside, and lifestyle support services. Responsible for managing operations, ensuring SLAs are met, coaching staff, and collaborating with cross-functional teams to maintain quality service.

Requirements

• Matric required; tertiary qualification advantageous
• 5+ years in call centre environments with 2+ years in management
• Experience in high-volume, 24/7 call centres (insurance, emergency services preferred)
• Strong leadership, coaching, and communication skills
• Ability to make decisions under pressure
• Proficient with call centre systems and Microsoft Office
• Flexibility to work shifts and after-hours as needed

Responsibilities

• Manage multi-shift call centre agents and team leaders
• Drive performance to meet SLAs, response times, and quality metrics
• Oversee incident management and escalations
• Monitor daily operations and report on KPIs
• Provide continuous staff training and coaching
• Collaborate with IT, medical, and roadside teams
• Implement process improvements
• Manage rostering and compliance
• Handle escalated customer complaints professionally