Contact Centre Manager
JOB DESCRIPTION
Johannesburg - Hybrid
In this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
Reporting to the Regional Manager for Contact Centre, the role manages the day-to-day operation of the Call Centre, including SLA management, team & individual performance management, Quality Assurance, complex complaint management, managing & organising the R&R/team engagement activities. The Call Centre Manager is required to manage the day-to-day call centre operations while balancing important cultural diversity aspects.
A role you will love
The Contact Centre is responsible for providing contact centre services (inbound and outbound call centre, email and chat services) to Computershare clients (internal and external) the external clients engage Computershare to maintain and manage their shareholders information as their transfer secretary of choice. The services include corporate events, payment of dividends and account updating, the contact centre is instrumental in the communication aspect of this function. The Contact Centre Manager operates within Computershare Investor Services at a local level and must deliver within strict customer service delivery guidelines.
Some of your key responsibilities will include:
- Lead and coach team leaders to foster high performance and inclusive leadership.
- Drive staff engagement through regular meetings and recognition initiatives.
- Champion learning, development, and diversity to boost team participation.
- Use data analytics to assess team effectiveness and improve reporting accuracy.
- Identify and implement process improvements to optimize workforce and service delivery.
- Ensure consistent high-quality performance, risk mitigation, and enhanced client satisfaction
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What will you bring to the role?
To succeed in this role, you'll need strong leadership in customer service operations, solid data and reporting skills, and hands-on experience with key contact centre systems. You'll be expected to drive performance, innovation, and client satisfaction across diverse teams and multiple product queues. Proficiency in understanding and optimizing performance in systems like Genesys, Scrip, and Workflow is critical to support operational excellence
Skills and qualifications
- Grade 12 Certificate, Business Degree/Diploma (essential)
- Strong PC skills with full MS Office proficiency; experience with key call centre systems including Genesys, Scrip, Workflow, Document Viewer, Registry, Corporate Proxy, and Class Actions.
- Proven track record in leading diverse teams within customer service or call centre operations.
- Minimum 2 years' experience managing multiple queues and products in a contact centre environment.
- At least 2 years' experience working with data analytics and reporting for performance and service improvement.
- Experience in financial services and registry operations; Strate Exams, FAIS RE5, and registry experience are advantageous.
- Demonstrated ability to drive client satisfaction, innovation, and continuous improvement in service delivery.
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards, and team get togethers, to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
ABOUT THE TEAM
Since 1978, we've been trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we're now the number one transfer agency in the world. As client needs evolved, so has our portfolio of services; extending our Issuer Services into equity and entity governance services to companies both public and private worldwide. Careers in Issuer Services could mean anything from assisting shareholders with their portfolios, enabling access to global markets or helping clients deliver on their equity and entity compliance requirements everywhere they operate.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion