Call Centre Manager

Job Summary: The Support Call Centre Manager is responsible for overseeing the day-to-day operations of the customer support department. This role ensures that customers receive excellent service and that the support team functions efficiently. The manager will lead a team of support agents, implement customer service strategies, handle escalations, and work closely with technical and operational departments to improve service delivery and customer satisfaction. Key Responsibilities: 1. Team Management Lead, motivate, and support a team of customer support agents. Manage schedules, performance evaluations, and training programs. Create a positive, high-performance team environment. 2. Customer Experience Monitor customer interactions to ensure high service standards. Handle complex customer escalations and complaints. Ensure fast, efficient resolution of issues and requests. 3. Operational Efficiency Develop and implement support workflows and standard operating procedures (SOPs). Monitor KPIs such as response time, resolution time, and customer satisfaction scores. Optimize staffing and shift coverage to meet demand. 4. System and Process Improvement Utilize helpdesk and call centre software to streamline support operations. Identify and implement improvements to increase efficiency and reduce repetitive issues. Work with technical teams to relay customer pain points and recommend solutions. 5. Reporting and Analytics Produce regular reports on team performance and customer satisfaction. Analyze trends and adjust strategies accordingly. Track call volumes and service trends to plan for future growth. 6. Collaboration Act as a liaison between the support team and other departments including sales, billing, and engineering. Participate in planning meetings to ensure customer-centric policies and improvements. Contribute to company-wide initiatives focused on customer retention and loyalty. 7. Training and Development Ensure agents are well-trained in product knowledge, communication skills, and troubleshooting. Roll out training for new tools, processes, and product offerings. Support career development within the team. Requirements: Minimum 3 years of experience managing a support or call centre team, preferably in an ISP or tech-related environment. Strong interpersonal and leadership skills. Experience with customer service software (e.g., Freshdesk, Zendesk, or similar). Proven ability to analyze data, generate insights, and take action. Fluent in Portuguese and English (written and spoken). Ability to thrive in a fast-paced and evolving environment. Customer-first mindset and a strong commitment to service excellence. Thank you for applying with RAREcruit Follow us on social media for the latest jobs, trends and market insight: Website:

Location: Cape Town City Centre, ZA

Posted Date: 4/4/2025