Outbound/Inbound Call Centre Manager

Our client is seeking a results-driven Outbound/Inbound Call Centre Manager for an innovative, contemporary, and dynamic real estate brokerage in Cape Town. In this role, you will oversee daily call centre operations, drive performance through strategic initiatives, and ensure a seamless customer experience across both inbound and outbound channels, while managing, training, and mentoring your team to achieve high levels of service and operational efficiency.

• 2-5+ years’ experience in call centre management with proven results
• Strong leadership, team-building, and communication skills
• Proficiency in call centre software, IT tools, and data analysis
• Excellent problem-solving skills in a high-pressure environment
• Ability to adapt to a fast-paced, dynamic work setting
• Own laptop and transport required

• Oversee daily operations of outbound and inbound call centres
• Develop and implement strategies to boost performance and meet KPIs
• Manage, train, and mentor call centre staff
• Monitor metrics and prepare performance reports for senior management
• Handle escalated customer issues with effective solutions
• Collaborate with other departments to enhance customer experience
• Implement and maintain call centre technology and software
• Ensure compliance with company policies, regulations, and quality standards
• Recruit and train new call centre team members

• Experience with Dialfire, HubSpot CRM, or Looker Studio