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

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Experience

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Knowledge and Skills

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