About the position
Lead a High-Impact Call Centre Driving Exceptional Customer Experiences Is this you? What you'll be doing (and why you'll enjoy it) Where you'll be doing it What you'll need
You're a strategic, tech-savvy leader who thrives in fast-paced environments and lives to create exceptional customer journeys. With your sharp communication skills and analytical mindset, you know how to turn complex technical issues into seamless service. You're passionate about optimising systems, mentoring teams, and driving data-backed improvements. A flexible, hands-on manager with a deep appreciation for customer care and a knack for tackling complaints before they escalate.
You'll lead a dynamic customer care operation, ensuring every touchpoint delivers outstanding service. From managing technical support cases and coordinating customer repairs, to analysing service metrics and driving operational excellence - you'll be the engine behind the contact centre's performance. You'll work closely with technical teams, manage key service contracts, and ensure strict governance and compliance protocols are followed. Your ability to extract insights from reports and shape smarter, faster, more responsive service processes will be key to your success.
Our client is a forward-thinking organisation based at the innovative Dube Trade Port precinct, a high-tech hub serving clients in metering, utilities, and infrastructure. With a reputation for service excellence and technology-driven solutions, the organisation prides itself on a culture of innovation, accountability, and continuous improvement. You'll be part of a collaborative team that values strategic thinking, integrity, and customer commitment.
You'll hold a diploma or degree in Electrical Engineering, Information Systems, Computer Engineering or a similar field. An ITIL Foundation certification and experience in ITIL-based service management will give you a strong edge. You'll bring at least 5 years' experience managing a technical or customer service call centre - preferably within metering, utilities, or related industries. Proficiency in CRM systems, call centre platforms, and Microsoft Office (especially Excel) is essential. A valid driver's licence is required.
Desired Skills:
- Information Systems
- ITIL
- Software Support
- CRM
- call centre platforms
- call centre optimisation
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Degree
