Firstassist Management is a leading 24/7 incident management and assistance provider, delivering nationwide accident, emergency, roadside, and lifestyle support services. Backed by cutting-edge technology and a strong national network, we serve insurance companies, corporates, fleets, and motorists with fast, professional service that supports our clients’ brands and promises.
Role Purpose:
We are seeking a highly motivated and experienced Call Centre Manager to lead our dynamic team. This role is key in ensuring our 24/7 call centre operations run efficiently, meet service delivery targets, and provide exceptional support to our clients and their customers.
Key Responsibilities:
- Manage and lead a team of call centre agents and team leaders across multiple shifts.
- Drive performance, ensuring service level agreements (SLAs), response times, and quality metrics are met.
- Oversee real-time incident management, escalations, and customer service delivery.
- Monitor daily operations, reporting on productivity, KPIs, and agent performance.
- Ensure continuous training, coaching, and development of staff.
- Collaborate with IT, medical, and roadside assistance teams to resolve queries quickly and efficiently.
- Implement process improvements and assist in scaling service delivery with technology.
- Manage rostering, workforce planning, and contact centre compliance standards.
- Handle escalated queries, service failures, or complex customer complaints with professionalism and urgency.
Minimum Requirements:
- Matric (Grade 12) – A relevant tertiary qualification is advantageous.
- 5+ years in a call centre environment, with 2+ years in a management or team leader role.
- Experience in high-volume, 24/7 call centre environments (insurance, assistance, emergency services, or similar).
- Strong leadership, coaching, and communication skills.
- Ability to work under pressure and make real-time decisions.
- Proficient in call centre systems, reporting tools, and Microsoft Office Suite.
- Flexible to work shifts and be available after hours for operational needs.
Core Competencies:
- Customer-centric approach
- Team leadership and motivation
- Analytical thinking and problem-solving
- Quality and performance management
- High emotional intelligence and conflict resolution