Call Center Representative

• Supervise contact centre staff, including active performance management and employee development.
• Provide day-to-day supervision of communicators and implement and communicate performance standards.
• Provide clarity, gain commitment, and hold team members accountable for performance expectations.
• Coach team members for success and support the development of direct reports.
• Conduct performance evaluations, coaching sessions, and development planning.
• Conduct recruitment interviews, onboarding, and training of new employees.
• Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and South African labour legislation.
• Proactively monitor staffing levels and workforce requirements.
• Coordinate and deliver programme training as required.
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Deliver service that meets or exceeds client KPIs and service-level requirements.
• Maintain all agreed service levels and operational metrics.
• Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.
• Manage contact centre operations in a fiscally responsible manner.
• Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with the Health Insurance Portability and Accountability Act (HIPAA), the POPIA and appropriate communication standards.
• Ensure timely identification, documentation, escalation, and reporting of Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with applicable client requirements, U.S. FDA requirements where applicable, SAHPRA requirements where applicable, company policies, and regulatory reporting timelines.

Call Center Supervisor – Licensed

• Lead the onboarding and training of all new SDR hires in a BPO/call center sales environment
• Design, develop, and continuously improve sales training and enablement programs, including onboarding, product knowledge, sales methodology, and performance improvement modules
• Create structured work modules and training content within an LMS platform
• Manage, coach, and mentor SDRs and team leads to drive performance, quality, and consistency
• Build, manage, and maintain lead lists in collaboration with sales and operations teams
• Ensure SDRs are trained on lead management, outreach sequencing, and CRM best practices
• Partner with sales leadership to align training programs with performance goals and KPIs
• Implement and optimize operational processes, workflows, and sales enablement automations
• Monitor SDR performance metrics and provide targeted coaching and retraining as needed
• Serve as a subject matter expert on sales development best practices within a BPO environment

Sales Enablement, Training Specialist – SDR, BPO/Call Center

• Present, promote and sell products/services
• Perform cost--benefit and needs analysis of existing/potential customers to meet their needs
• Establish, develop and maintain positive business and customer relationships
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Achieve agreed upon sales targets and outcomes within schedule
• Coordinate sales effort with team members and other departments
• Analyze the territory/market’s potential, track sales and status reports
• Keep abreast of best practices and promotional trends
• Continuously improve through feedback

Sales Call Centre Agent – Commission Only

Sales Enablement and Training Specialist – SDR, BPO/Call Center

• Provide professional customer service through your learnt understanding of business services, products and procedures
• Accurately manage the client’s expectation for the next steps
• Oblige the client’s request and resolve as many issues as possible for the first time
• Handle Customer Service Complaint Handling Web & Chat Outbound Customer Feedback (Support)
• Monitor call performance indicators including volume of inbound and outbound calls, average duration of calls, accuracy of log updates, and customer satisfaction

Call Center Representative jobs in South Africa

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Call Center Supervisor – Licensed

Sales Enablement, Training Specialist – SDR, BPO/Call Center

Sales Call Centre Agent – Commission Only

Sales Enablement and Training Specialist – SDR, BPO/Call Center

Contact Center Agent