ClosedFull-time

Operations Manager

Debt Relief Group

Durban, KwaZulu-Natal

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Salary not listed

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).

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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

Found on Indeed · Posted 1 months ago · Last checked 1 months ago

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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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Found on Indeed · Posted 1 months ago