Western Cape Observatory
The MPC Recruitment Group (currently incorporating MPC Recruitment and MPC Recruitment Initiative) is a fully resourced, black empowered, national, APSO accredited, professional, personalised and total recruitment solutions service provider.

Cape Town (Observatory), Western Cape (South Africa)
Market Related CTC
Permanent senior level position in the Admin, Office & Support (Call Center) industry.
One of South Africa’s TOP COMPANIES in the CONTACT CENTRE SERVICES Industry is urgently seeking for a NIGHT- SHIFT CALL CENTER MANAGER

Main Purpose of the Job:

  • 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.

Job Description:

  • People Management
  • Leadership
  • Leads by example in living the values of the organisation
  • Ensures the department is fully equipped to handle the work load and distribute work flow
  • Coaches to ensure a full understanding of consequences of errors
  • Creates an environment that fosters team work and co-operation amongst team members
  • Creates awareness of Merchants 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 creation of position and forward recommendation to 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
  • Retention
  • 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
  • Requirements:
  • Nightshift: Willing and able to work between 22:00pm and 06:30am, including public holidays and weekends.
  • Experience in a BPO/ offshore environment
  • Have managed a department/ call centre with 150 – 200 headcount
  • Manage 10 – 14 Team Leaders
  • Provide evidence of strong coaching and mentorship skills
  • Provide evidence of success in developing teams
  • All about customer first / people first/ staff focus all the way
  • Experience with NPS/Customer Loyalty
  • Be funky
  • Take ownership
  • Forward thinking

What’s on Offer?

  • R 37 500 to R 42 000 cost-to-company per month.
  • CTC includes- Discovery Health Medical Aid; Provident Fund; Group Life
  • In addition- company cell phone, laptop and 3G (with limits)
  • Performance-based, variable bonus- 15% of annual CTC (paid in December)
  • Free parking
  • Free fruit and smoother-bar on site

Location: Observetory
Salary: R 37500 – R 42000

How to Apply
If you are interested in this role, please apply with your CV:
Please indicate the reference number:  KM30409