Team Lead/Call Centre Manager - Based in Potchefstroom

Our client, is a leading provider of innovative mining safety and technology solutions, delivering purpose-built hardware and software to enhance mine efficiency, safety, and regulatory compliance for the past 47 years.

Through its Comprehensive Mine Management Solution (CMMS), our client integrates productivity with safety, serving major global mining clients like Harmony Gold, Impala Platinum, Sibanye, Valterra (South Africa and Zimbabwe), Glencore, and Koura (Mexico). The company's vertically integrated approach ensures reliable, scalable systems for high-risk underground operations.

Duties & Responsibilities

• Team Management: Leading, inspiring, and guiding a team of customer service representatives, including managing schedules, allocating workloads, conducting performance evaluations, and identifying training needs.
• Handling Escalations: Serving as the point of contact for complex customer inquiries, complaints, and issues that frontline staff cannot resolve.
• Process Improvement: Developing, implementing, and monitoring customer service policies, procedures (SOPs), and best practices to standardize and enhance service delivery.
• Performance Monitoring & Reporting: Setting and tracking key performance indicators (KPIs) and service metrics (e.g., response times, customer satisfaction scores), analysing data to inform service improvements, and reporting to senior management.
• Prioritisation of issues and statistics collection to identify new procedures to continually streamline support.

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