Call Centre Manager

Purpose of the Job:

Shoprite Group is seeking a results-driven Call Centre Manager based in Centurion, Pretoria, Gauteng, to lead our dynamic customer service team within a fast-paced retail environment. This senior management role demands proficiency in telephonic systems, CRM platforms, workforce management, and performance analytics to optimise call centre operations and elevate customer satisfaction. The successful candidate will drive operational excellence, implement innovative process improvements, and ensure achievement of key performance indicators (KPIs) through strategic leadership and data-driven decision-making. Join Shoprite, a leading South African retailer known for its commitment to employee development, competitive benefits, and a culture of continuous growth, where you will play a pivotal role in sustaining market-leading customer experience standards.

Job Objectives:

To lead and optimise the Contact Centre operation by delivering outstanding customer experiences, driving operational and commercial performance, implementing continuous improvement initiatives, leveraging technology, and developing high-performing teams that contribute to sustainable business success.

Qualifications:

• Degree or Diploma in Business Management, Communications, Commerce, or a related field.

Experience:

• Minimum 5 years' management experience within a customer service, call centre, or similar environment
• Advanced proficiency in Microsoft 365 applications.
• Proven experience in customer experience management, operational improvement, workforce management, and commercial support.
• Experience using CRM systems, workforce management tools, reporting platforms, and customer service technologies.
• Experience within the pharmaceutical, healthcare, wholesale, or distribution sector will be advantageous.
• Demonstrated experience leading operational change and continuous improvement initiatives will be advantageous.

Knowledge and Skills:

• Strong leadership and people management skills with the ability to develop, coach, and lead high-performing teams.
• Sound knowledge of customer service principles, customer experience management, and customer-centric service delivery.
• Strong operational management skills, including workforce planning, scheduling, resource management, and performance monitoring.