Western Cape Listings

Are you ready to take the next step in your career?

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment

Understanding of Call Centre operations in terms of how people and technology work together for business optimisation

Management-related qualification

What you'll be doing

Operations Management

Manages operational costs through effective resource management

Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements

Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols

Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner

Ensures consistency and standardisation with the client’s other operations

Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.

Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

People Management

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Ensures appropriate staffing and action accordingly

Selects and places candidates in terms of agreed recruitment and selection process

Training and Development

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs. Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Looking to grow your career in a dynamic environment? We’re seeking an experienced leader to manage and support Team Leaders across our business unit.

Role Purpose
Lead Team Leaders to ensure operational performance metrics are consistently met.

Key Requirements
• Minimum 2 years as a Team Leader
• Experience in contact centre metrics and reporting
• Able to lead both customer service and sales teams
• Willing to work in a shifted environment

Responsibilities

🔹 People Management
• Coach, mentor, and manage Team Leaders
• Oversee daily performance and development plans
• Conduct performance reviews and maintain HR compliance

🔹 Customer Relations
• Resolve escalations and ensure service meets contractual expectations
• Participate in calibration sessions

🔹 Reporting & Administration
• Analyse and report business data
• Improve reporting tools
• Monitor adherence and absenteeism
• Ensure smooth onboarding and time sheet accuracy