Senior Call Centre Manager

INTRODUCTION:

Some people are happy to go through life in a comfortable bubble and that is great, we dont judge, but at Hello Group we believe that if we can change lives its a day well-lived. We change lives every minute of the day, literally. We solve problems that others think are impossible and have fun while doing them. Its our passion to build life-changing businesses and to stay in the chaos and not have to settle into the routine. We believe in employing smart people on the ground, in telling us what to do. What do you say…do you want to join our weird and wonderful family?

WHO ARE WE?

The Hello Group exists to create game-changing integrated consumer and business services for migrant and marginalised communities. Our services are co-created to be low cost, easily accessible, and amazingly simple to use with technology at the very core. By constantly evolving for consumers and resellers we maintain market leadership and entrench the Hello Group within the fabric of our communities.

We know we have succeeded when we are the dominant telecom, financial, business and media service provider within our target markets, very few people leave us for the competition, and we get more new customers from referrals than from active selling.

WHAT MAKES US DIFFERENT?

We break down barriers.

We defy bias.

We level the playing field.

We thereby enhance every facet of the lives of the migrant and marginalised communities.

POPI

• By submitting your Curriculum Vitae (CV), you:
• Consent to the processing of your personal information contained in your CV in terms of Section 11(1)(a) of the Protection of Personal Information Act of 2013, as amended.
• You acknowledge that We have no control over what personal information you insert in your CV and accordingly you consent to the processing of all such personal information contain therein “as is”, subject to the provisions of the Protection of Personal Information Act of 2013 and our Privacy Policy, which can be viewed on our website.
• You consent and acknowledge that Our Human Resources department will have access to your personal information and will process same only to the extent strictly necessary for recruitment purposes to fill the vacancy as advertised and all matters ancillary thereto.
• Should you be shortlisted as a candidate, you hereby expressly provide your consent for us to process and share your personal information for purposes of background checks, which may include external criminal-, credit and reference checks done by third-party service providers.
• Unless shortlisted as a candidate, we will not store or process your personal information any further and shall remove any personal information.

If you are shortlisted, but ultimately unsuccessful, we will keep your CV on file for a period of 12 months whereafter it will be deleted, unless requested to delete it sooner.

EXPERIENCE AND EDUCATIONAL BACKGROUND:

• Minimum 7+ years of experience in a Call Centre management role, in the financial services industry.
• Proven track record of managing a large Call Centre.
• Proven ability to lead, develop, and inspire a team in a high-pressure, customer-focused environment.
• Strong knowledge of Call Centre technology, including CRM systems.
• Proven Microsoft Suite and Excel Skills.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to analyse complex data, identify trends, and make informed decisions.
• In-depth knowledge of industry regulations, compliance standards, and best practices in financial services.

KNOWLEDGE, SKILLS AND ABILITIES:

• Exceptional Management
• Written and verbal communication skills;
• IT literacy / Computer skills - MS Office;
• Good research ability;
• Good Organisational and Time Management Skills;
• Excellent Interpersonal Skills;
• Detail-oriented;
• Flexibility and ability to adapt to change;
• Problem solver;
• High level of integrity and professionalism.

Job Summary:

Are you a vibrant, quality customer service driven manager with intense experience with idepedently managging and running a Call Centre?

We are seeking an experienced Senior Call Centre Manager with a minimum of 7+ years in Call Centre management to lead our team in delivering secure and exceptional customer service in the financial services industry. The role involves managing a team of +/- Customer Service Consultants, ensuring operational efficiency, meeting performance targets, and maintaining compliance with regulatory standards. This is a senior-level position that requires a strategic thinker with a strong background in team leadership, process optimization, and compliance in a financial services environment.

Team Management:

• Lead the hiring, onboarding, and training of Customer Service Consultants to maintain a high-performing team.
• Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service.
• Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members skills and performance.
• Dealing with Employee related issues and with Disciplinary procedures.

Operations Management:

• Oversee all daily Call Centre operations, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met.
• Develop, implement, and continuously improve processes and procedures to enhance Call Centre efficiency, ticket management, and the customer experience.
• Analyse performance data to identify trends, areas for improvement, and implement strategic adjustments to optimize operations.
• Address and resolve escalated customer issues and complaints promptly and professionally.

Quality Assurance:

• Establish and monitor key performance indicators (KPIs) to ensure high service standards.
• Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments.
• Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.

Analysis and Reporting:

• Conduct regular analysis of performance metrics, customer trends, and Call Centre data.
• Produce weekly and monthly reports for senior management, with actionable insights and recommendations for continuous improvement.

Training and Development:

• Design and deliver training programs to enhance product knowledge, customer service skills, and compliance awareness within the team.
• Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.

Special Tasks and Projects:

• Lead or support outbound campaigns and special projects.
• Manage ad hoc tasks relevant to the role and scope of customer service management.

Information :

• Company : Hello Group Recruitment
• Position : Senior Call Centre Manager
• Location : Pretoria, Gauteng
• Country : ZA