Head: Customer Sales & Support Manager

About the Role

To oversee the daily operations, staff, and performance to ensure efficient service and customer satisfaction.
Key responsibilities include setting goals, managing budgets, hiring and training staff, analyzing performance data, and motivating the team to meet key performance indicators like processing times and customer satisfaction scores.
The role is also responsible for optimizing workflows, handling escalated issues, and staying up to date with relevant technologies and policies.

Key Responsibilities:

• Strategic Leadership
• Team Management
• Compliance & Risk Management
• Technology & Reporting

Preferred Requirements:

• 3 5 years experience in a Call Centre environment
• Fluent in English
• Degree in Financial Management, Operations, or Call Centre Management preferred
• RE1 Qualification
• FET Certificate in Contact Centre Operations
• Analytical thinking and decision-making skills
• Customer-centric mindset
• Time management and prioritization skills
• High emotional intelligence and resilience

Technical Skills:

• Proficiency in Call Centre software
• Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Data analysis and reporting tools
• Knowledge of credit control systems and reconciliation platforms
• Familiarity with regulations such as POPIA, NCR, FSP, and CPA