JOB TITLE : Call Centre Manager (VAPS – Call Centre Department)
LOCATION : Johannesburg
DURATION : Permanent
Purpose of the Position
The Call Centre Manager is essential to the effective coordination and delivery of all call centre operations supporting fleet, tyre and maintenance services. As the first point of contact for customers, suppliers and field teams, this role provides leadership to ensure service quality, compliance, accurate data capturing and efficient handling of service requests. With increasing call volumes and contract demands, the Call Centre Manager ensures agent performance, SOP adherence, reporting accuracy and resolution of escalations, contributing directly to client satisfaction and departmental efficiency.
Minimum Requirements
- Grade 12/Matric
- Diploma or degree in Fleet Management, Business Management, Logistics, or related field
- Minimum 4–5 years’ experience in contract management, preferably in fleet or automotive operations
- Proven leadership and team management experience
- Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Valid driver’s licence
- Knowledge of fleet operations, maintenance processes and supplier coordination
Core Responsibilities
Operational Management:
- Oversee day-to-day call centre operations, ensuring compliance with SOPs and SLAs
- Monitor call volumes, turnaround times and agent performance
- Manage the Authorisation Agent function and support internal coordination with Contract Administrators and operational teams
- Ensure accurate data capture and reporting across all systems
Team Leadership & Development:
- Lead, mentor and develop call centre agents
- Conduct performance reviews, coaching and training programs
- Manage scheduling, workload distribution and resource planning
Customer & Supplier Interaction:
- Act as primary contact for escalations and complex customer queries
- Ensure timely and professional resolution of issues raised by customers, suppliers and field teams
- Maintain positive working relationships with internal and external stakeholders
Process Optimisation & Continuous Improvement:
- Identify opportunities to improve call centre workflows, productivity and customer experience
- Implement process improvements and best practices across call centre operations
- Support operational excellence and KPI achievement as part of the VAPS department
Reporting & Compliance:
- Prepare daily, weekly and monthly performance reports
- Ensure compliance with company policies, contractual requirements and quality standards
- Maintain accurate records for audits, reviews and management reporting
Skills
- Strong leadership, coaching and team management
- Excellent communication, interpersonal and conflict resolution skills
- High attention to detail and organisational ability
- Problem-solving and decision-making capability
- Analytical skills for performance monitoring and reporting
- Customer Service Orientation
- Ability to work under pressure and manage multiple priorities
Knowledge
- Call centre operations, workflows, and reporting standards
- Fleet and tyre management processes (advantageous)
- SLA and KPI monitoring
- Customer service best practices
Behaviour and Values
- Accountability and ownership of responsibilities
- Integrity and professionalism
- Customer-focused mindset
- Proactive approach to challenges and escalations
- Collaboration and teamwork
- Respectful and transparent communication
- Reliability, consistency, and commitment to service excellence
Operational Management:
- Oversee day-to-day call centre operations, ensuring compliance with SOPs and SLAs
- Monitor call volumes, turnaround times, and agent performance
- Manage the Authorisation Agent function and support internal coordination with Contract Administrators and operational teams
- Ensure accurate data capture and reporting across all systems
Team Leadership & Development:
- Lead, mentor, and develop call centre agents
- Conduct performance reviews, coaching, and training programs
- Manage scheduling, workload distribution, and resource planning
Customer & Supplier Interaction:
- Act as primary contact for escalations and complex customer queries
- Ensure timely and professional resolution of issues raised by customers, suppliers, and field teams
- Maintain positive working relationships with internal and external stakeholders
Process Optimisation & Continuous Improvement:
- Identify opportunities to improve call centre workflows, productivity, and customer experience
- Implement process improvements and best practices across call centre operations
- Support operational excellence and KPI achievement for all VAPS departments
Reporting & Compliance:
- Prepare daily, weekly, and monthly performance reports
- Ensure compliance with company policies, contractual requirements, and quality standards
- Maintain accurate records for audits, reviews, and management reporting.
At Njilo we are committed to creating an inclusive and diverse workplace. We strongly encourage individuals with disabilities to apply for open positions
Suitable candidates to forward their applications (CVs and qualifications) to this email address: recruitment@njiloconsulting.co.za , or via our company website www.njiloconsulting.co.za on recruitment, upload your CV, qualifications and check for more opportunities available.