Operations Manager
Debt Relief Group
Durban, KwaZulu-Natal
Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Job description
Job Title: Call Center Operations Manager
Location: Durban, South Africa
Job Type: Full-Time
About the Role: We are looking for an experienced Call Center Operations Manager to lead our dynamic contact center team. You will oversee daily floor operations, drive performance metrics, and mentor team leaders to deliver exceptional customer service and operational efficiency.Key Responsibilities
- Manage day-to-day call center activities, workflows, and staffing levels.
- Track and improve key performance indicators (KPIs) like First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
- Coach, mentor, and evaluate team leaders and support staff.
- Implement company policies, quality standards, and safety regulations.
- Prepare operational reports, budget forecasts, and performance analysis for senior leadership.
- Resolve escalated customer issues and optimize call routing or CRM processes.
Requirements
- Minimum of 3–5 years of experience as a Call Center Operations Manager or similar leadership role.
- Proven track record of meeting or exceeding service level agreements (SLAs) and productivity targets.
- Strong knowledge of contact center technology, CRM software, and performance metrics.
- Excellent leadership, communication, and problem-solving skills.
- Relevant tertiary qualification in Business Administration, Management, or a related field is preferred.
Pay: R7 500,00 - R15 000,00 per month
Work Location: In person
Good to know
What does this customer service job pay?
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Do I need experience for customer service jobs in Durban?
Many customer service roles in Durban are open to candidates with little or no experience. Read the listing for its exact requirements.
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