As a Call Centre Manager at MSX International, you'll lead a team to deliver top-notch customer service while meeting operational goals. This role is all about driving performance and creating a positive work environment for your team.
Dynamic and performance-driven, with a strong emphasis on teamwork and customer service.
**Company Description** The Call Centre Manager is responsible for the overall leadership, performance, and strategic management of the MSXI Contact Centre. The role ensures the delivery of exceptional customer experiences, achievement of operational KPIs, client satisfaction, and continuous improvement across all contact centre activities. The Call Centre Manager leads Team Leaders and Contact Centre Agents, driving operational excellence, workforce effectiveness, quality assurance, employee engagement, and commercial performance. This role acts as the primary operational liaison between MSXI and its clients, ensuring that service delivery aligns with contractual obligations, business objectives, and MSXI values. The position combines operational leadership, people management, stakeholder engagement, project management, and continuous improvement responsibilities to deliver a high\-performing and customer\-centric operation. **Job Description** **1\. Operational Leadership \& Service Delivery** * Lead the day\-to\-day operations of the Contact Centre, ensuring all service levels, operational targets, and client requirements are consistently achieved. * Ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and operational procedures. * Monitor real\-time operational performance and implement corrective actions to maintain service excellence. * Drive operational efficiency through effective resource allocation, scheduling, workforce planning, and capacity management. * Manage escalated customer issues and ensure timely resolution of complex cases. * Ensure compliance with company policies, client requirements, data protection standards, and regulatory obligations. * Maintain MSXI business, brand, safety, and quality standards across all operations. **2\. Performance Management** * Establish, monitor, and manage departmental KPIs and performance targets. * Conduct regular performance reviews with Team Leaders and provide coaching and development support. * Identify performance gaps and implement improvement plans to drive operational excellence. * Analyse operational data and trends to improve productivity, efficiency, customer satisfaction, and employee performance. * Drive a culture of accountability, ownership, and continuous improvement. * Recognise and reward high performance while managing underperformance effectively. **3\. People Leadership \& Team Development** * Lead, coach, mentor, and develop Team Leaders and contact centre staff. * Create a high\-performance culture focused on engagement, accountability, collaboration, and customer service excellence. * Oversee recruitment, onboarding, training, succession planning, and retention initiatives. * Ensure employees receive ongoing development opportunities and career growth support. * Conduct annual performance reviews and support individual development plans. * Foster a positive, inclusive, and motivating working environment. * Support...
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