TRAFFIC
Gauteng
Contact Center Operations Manager
Mordicks95
Job Description
First-level manager responsible for the performance, coaching, and development of a team of agents.
Tasks- Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching.
- Handle and de-escalate calls from highly frustrated or challenging customers.
- Conduct regular 1:1 performance reviews and create development plans for team members.
- Ensure team adherence to schedules (Adherence) and quality standards (QA Score).
- Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review.
- Manage scheduling, sick leave and other administrative tasks for the team.
- 2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.
- Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.
- Skills: Strong leadership, motivational, conflict resolution and data analysis skills.
About This Role
Career insights for Financial Managers positions
Salary Benchmark
R53,588/month
R39,825 to
R73,560/month
Source: WageIndicator ZAR data
Job Outlook
This career will grow rapidly in the next few years.
Key Skills for This Role
Active Listening
Critical Thinking
Reading Comprehension
Speaking
Monitoring
Common Technologies
Microsoft Dynamics 365
Oracle PeopleSoft Cloud
SAP S/4HANA
Microsoft PowerPoint 365
Microsoft SQL Server 2022
Oracle Database 23c
SQL
Alteryx Analytics Cloud
Related Career Paths
Financial Managers Insights
Median Salary (ZAR)
R53,588/month
Job Outlook
This career will grow rapidly in the next few years.