• Permanent Management position
  • Cape Town CBD, Western Cape
  • Job by Merchants SA
  • Expires in 24 days


Job Purpose

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.





People Management

Leads by example in living the values of the organization
Ensures the department is fully equipped to handle the workload and distribute workflow
Coaches to ensure a full understanding of consequences of errors
Creates an environment that fosters teamwork and co-operation amongst team members
Creates awareness of Merchant’s strategic objectives and their alignment to the department and company objectives
Communicates effectively, building and maintaining relationships
Ensures consistent compliance to company policies and procedures, corporate governance, and relevant legislation


Attraction & Selection

Ensures appropriate staffing and action accordingly
Identifies need for the creation of the position and forward the recommendation to the direct manager and HR
Ensures appointments are in line with EE targets/strategy
Selects and places candidates in terms of agreed recruitment and selection process
Develops and empowers people, recognizing and rewarding value-added performance
Training and Development
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching performance improvement, and the creation and implementation of individual development plans
Monitors implementation of training needs as per individual development plans
Career Pathing and Succession Planning
Identifies, manages, and develops talent


Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance, and takes corrective action


Operations Management

Manages operational costs through effective resource management
Ensures that the required metrics and measures are in place and monitored to provide the management of the client SLA and contractual agreements.
Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed, and cascaded throughout the operation Ensures the production of relevant, useful, and professional reports as required by the client in order to provide intelligence for operational improvements
Identifies areas of improvement in systems and processes that operate within the center and plan, designs, and implement activities within the business protocols
Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
Ensures consistency and standardization with the client’s other operations


Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.
Provides effective operational client management and ensures that all client
engagements are managed professionally and ensure that these demonstrate the Merchants values at all times


Desired Skills:

  • Contact Center Management
  • Customer Service Operations



About The Employer:

Merchants is a leading BPO solution provider specializing in customer experience and customer interactions. We focus on people, process, es and technology to create exceptional customer experiences.

We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.


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