South Africa Licensed Contact Centre Manager

A company is looking for a Global Connect Contact Centre Manager.

Key Responsibilities

Develop, implement, and manage day-to-day activities of the contact centre for efficient service delivery

Set and monitor key performance indicators (KPIs) and use data analytics for continuous improvement

Lead, coach, and mentor contact centre staff while fostering a high-performance culture

Required Qualifications

Master's Qualification in Psychology, Social Work, or Advanced Counselling qualification

Professional registration with HPCSA or SASCCP as a psychologist, registered counsellor, or social worker

Minimum of 5 years of experience in mental health / EAP, with 2-3 years in a leadership role

Experience in Employee Assistance Program (EAP) or workplace mental health is preferred

Certification as a Certified Call Centre Manager (CCCM) is an advantage