506 Phone Support jobs in South Africa

Call Centre Team Manager (Debt Collection)

About this role : To manage and support the Call Centre Agents in achieving required input and output standards culminating in achievement of revenue and client Collection targets. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance outcomes.

• Minimum requirements (Qualifications and Experience)

Grade 12 / Matric

A Degree / Diploma in any related field will be an advantage.

3 – 5 years of work experience in a Debt Collection Environment

Knowledge of the function, process in a Call Centre Environment

Track record of Coaching a Team

Good written and verbal communication

Proficiency in MS Office and Excel.

Decisiveness and initiation.

Influential

Analytical

Adapting and responding to change.

Goal Driven

Key Responsibilities :

Implement a performance and consequence framework to address non-performers within Acceptable time frames.

Manage agents who do not meet required performance standards through the internal improvement programme.

Identify & develop remediation plans to address undesirable team behavior.

Deploy bespoke retention and development plans for key employees.

Remain below agreed attrition thresholds.

Achieve total collections against set client targets.

Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors.

Meet and exceed stipulated financial targets as per mandates.

Optimize operational productivity outputs as per agreed mandate performance remediation plans.

Behavioral actions will be held accountable against the new Agency Leadership pledge.

Assist new hires such that they are productive on the floor in the shortest possible time frame.

Client Interaction, where required Daily / Weekly / Monthly.

Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Collect and provide data required for various audits.

Effectively manage team workload.

Responsible for all Performance Management initiatives for the team Skills.

Knowledge and understanding of the following legislation : Protection of Personal Information Act, and Magistrates Court Act.

MS Office

Organizational Skills.

Multi-tasking.

Negotiation Skills.

Stress Tolerance.

Accountable.

Team Player.

Problem Solving.

Achieving personal work goals and objectives.

Cope well with pressure and setback.

Follow instructions and procedures.

We are looking for a dedicated Call Centre Operator to handle inbound and outbound calls. This role focuses on booking appointments for our specialists, working with interested leads, and ensuring excellent customer interactions. The position offers an opportunity to earn incentives based on target achievement.

• Remote: Monday to Friday, 9 AM to 5 PM PST (5 PM to 3 AM SAST)

• Handle inbound and outbound calls professionally
• Book appointments for specialists with leads who have expressed interest in our services
• Follow up with clients to confirm appointments and provide necessary information
• Maintain a positive customer experience through effective communication
• Achieve targets and earn performance-based incentives

• Excellent verbal communication and phone etiquette
• Experience in handling inbound and outbound calls
• Ability to work with client lists and manage booking processes
• Goal-oriented and motivated to meet and exceed targets

• Entry level

• Full-time

• Other

• IT Services and IT Consulting

Requirements:

• Matric certificate
• Minimum 6 - 12 months outbound sales experience
• Medical GAP and Motor warranty experience is an advantage
• Good communication skills

Benefits:

Guaranteed earnings of R4000 or higher depending on experience + uncapped commission

We are looking for people who are serious about making money. If you meet the above requirements, we would love to have you join our team.

Here’s a rewritten version tailored for a call center agent role:

Position: Inbound Call Center Sales Representative

Role Overview

As the first point of contact for inbound calls, you will engage with customers, assess their needs, provide key information, and drive sales opportunities. Your role is crucial in delivering exceptional service, qualifying leads, and supporting business growth.

Key Responsibilities

1. Customer Interaction: Handle inbound calls efficiently, providing prompt and professional assistance.
2. Sales Qualification: Assess caller needs using qualification criteria such as budget, authority, need, and timeline (BANT).
3. Product Knowledge: Educate customers on services, answer inquiries, and address concerns effectively.
4. Appointment Scheduling: Set up follow-up calls or meetings for the sales team with high-potential leads.
5. CRM Management: Accurately update and maintain customer records in the CRM system.
6. Performance Metrics: Consistently meet or exceed sales quotas and call center targets.
7. Collaboration: Work closely with the sales team to ensure smooth lead handoff.
8. Market Insights: Provide feedback on customer inquiries, emerging trends, and potential service improvements.
9. Call Handling Efficiency: Utilize call center best practices to maximize productivity and customer satisfaction.
10. Time Management: Manage high call volumes while maintaining service quality.
11. Adaptability: Adjust to changing priorities, new products, and evolving customer needs.

1. 2+ years of experience in a call center, inbound sales, or customer service role.
2. Proven ability to meet or exceed sales and call performance targets.
3. Strong verbal and written communication skills.
4. Excellent phone presence with the ability to build rapport quickly.
5. Proficiency in CRM systems and call center technology.
6. Ability to multitask and stay organized in a fast-paced environment.
7. Quick learner with a flexible approach to new information and tools.
8. Schedule Flexibility: Must be available to work within PST to EST time zones.
9. Call Center Expertise: Understanding of call metrics, scripts, and handling high call volumes.

1. 2+ years of experience in a high-volume call center environment.
2. Familiarity with sales automation tools and call center software.

Job Description

Call Centre Team Manager (Debt Collection)
About this role: To manage and support the Call Centre Agents in achieving required input and output standards culminating in achievement of revenue and client Collection targets. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance outcomes.

• Minimum requirements (Qualifications and Experience)
  Grade 12/ Matric
  A Degree/Diploma in any related field will be an advantage.
  3 – 5 years of work experience in a Debt Collection Environment
  Knowledge of the function, process in a Call Centre Environment
  Track record of Coaching a Team
  Good written and verbal communication
  Proficiency in MS Office and Excel.
  Decisiveness and initiation.
  Persuasive
  Influential
  Analytical
  Adapting and responding to change.
  Goal Driven
  
  Key Responsibilities:
  Implement a performance and consequence framework to address non-performers within Acceptable time frames.
  Manage agents who do not meet required performance standards through the internal improvement programme.
  Identify & develop remediation plans to address undesirable team behavior.
  Deploy bespoke retention and development plans for key employees.
  Remain below agreed attrition thresholds.
  Achieve total collections against set client targets.
  Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors.
  Meet and exceed stipulated financial targets as per mandates.
  Optimize operational productivity outputs as per agreed mandate performance remediation plans.
  Behavioral actions will be held accountable against the new Agency Leadership pledge.
  Assist new hires such that they are productive on the floor in the shortest possible time frame.
  Client Interaction, where required Daily/Weekly/Monthly.
  Ensure compliance with internal policies and procedures, external regulations, and information security standards.
  Collect and provide data required for various audits.
  Effectively manage team workload.
  Responsible for all Performance Management initiatives for the team Skills.
  Knowledge and understanding of the following legislation: Protection of Personal Information Act, and Magistrates Court Act.
  MS Office
  Organizational Skills.
  Multi-tasking.
  Negotiation Skills.
  Behavioral (Desirable).
  Deadline driven.
  Stress Tolerance.
  Accountable.
  Team Player.
  Problem Solving.
  Achieving personal work goals and objectives.
  Cope well with pressure and setback.
  Follow instructions and procedures.

The Risk Specialist will execute, monitor and analyze predefined campaign strategies aligned to the

new vertical strategy. They will formulate and implement the Agency operational strategy to achieve

the overall TCR strategy, meet and exceed stipulated financial targets for the allocated portfolio. They

will meet and exceed client expectations, IPMs in line with agreed SLA’s and have to ensure

individual attainment of minimum (defined) risk performance contribution to required vertical and / or

• Key Responsibilities :
• Create and measure stipulated strategy / campaign performance thresholds in so far as

strategy calibration and force ranking of risk (propensity to pay or roll).

• Meet and exceed primary strategy / campaign key performance metrics across a

balanced scorecard encompassing people, process and stakeholder metrics.

• Manage the implementation of key risk strategy directives to support Agency and

Principal operational and strategic intent.

• Accountable for the management of joint business objectives in tandem with

Operations, Dialer, Work Force Management, Information Technology across agreed,

defined service levels.

• Accountable for the TCR Agency Credit (collections & recovery) policy framework.
• Ensure daily management of the strategy / campaign platform, through the effective

prioritization of strategy / campaigns supported by an appropriate / tilted treatment

framework.

• Ensure a quality process that facilitates best in class Next Generation campaigns to

support Agency performance outcomes.

• Deploy and maintain agreed strategy / campaign reporting standards to support Agency

and Principal strategic intent.

• Actively drive the risk / campaign brand as Ambassador and influence to ensure

operational compliance with strategy / campaign dictates.

• Monitor communication strategies to ensure outcome is achieved according to the

anticipated outputs.

• Make recommendations regarding the performance of the implemented strategies.
• Compile information in order to present the findings of the analysis in a clear and

concise manner to various stakeholders.

• Provide monthly reporting, as required, on the performance of different mandates in

Agency.

• SAS coding or using Excel functionality to assist in the analytical function.
• Convert company data into workable management information.
• Track and record strategy performance for future reference.
• Minimum requirements (Qualifications and Experience)
• Grade 12
• Relevant Tertiary qualification (advantageous)
• Proficiency in MS Office and Excel
• Numerically orientated
• 5 years’ experience in Collections and recovery.
• 5 years’ experience in a Data Analysis Environment.
• 3 years’ experience as a Collections Risk practitioner.
• Basic statistics knowledge
• Must be able to understand strategy / campaign efforts against commercial considerations

applicable to client mandates and new vertical strategy.

• Propose strategy / campaign solutions across a short, medium and long-term business planning

framework.

• Ability and agility to meet work related deadlines.
• Make calculated recommendations on the basis of adequate information and analysis.
• Must be analytical.
• Influential.
• Have interpersonal skills.
• Comfortable dealing with ambiguity.
• Engagement to facilitate optimal functioning of the new ‘POD’ clusters.

VACANCY: UK CALL CENTRE AGENTS WANTED!

Location: Umhlanga Rocks, South Africa
Company: Televate Contact Centre

Are you ready to join a dynamic team serving top UK clients? We’re on the hunt for experienced, fluent, and professional call centre agents to be part of our growing contact centre! All you need to join the team is UK campaign experience!
Who We're Looking For:
Minimum 1 year UK call centre experience

Background in UK Life Insurance or HDR (Housing Claims) is a major plus

A fluent English accent and a polished, professional telephone manner is a must

Traceable references and an updated CV required

What We Offer:
• A fun, vibey work environment in the heart of Umhlanga Rocks
• Base salary starting at R7,000, with potential to earn up to R9,000
• Uncapped commission + daily cash incentives

We can’t wait to work with you!
Apply today and let’s elevate your career at Televate Contact Centre!

Position Title: Inbound Call Center Sales Representative
Languages Required: Fluent in English & Spanish

As the first voice customers hear when reaching out, you play a pivotal role in shaping their experience. In this fast-paced role, you'll assess customer needs, deliver tailored solutions, and drive qualified sales opportunities. Your focus on service excellence, communication, and lead qualification will directly impact company growth and customer satisfaction.

• Customer Engagement: Respond to inbound calls promptly, delivering friendly, helpful, and professional service.

• Lead Qualification: Identify sales opportunities using the BANT framework (Budget, Authority, Need, Timeline) to qualify potential leads.

• Product Expertise: Confidently explain services, resolve questions, and handle objections with clarity and empathy.

• Appointment Setting: Schedule follow-ups or handoff appointments to the appropriate sales representatives.

• CRM Accuracy: Maintain up-to-date and detailed customer records in the CRM system to support seamless follow-ups.

• Sales Performance: Consistently hit or surpass key performance indicators, including call handling time and conversion rates.

• Team Collaboration: Partner closely with sales colleagues to ensure a seamless lead transition and improved closure rates.

• Customer Insights: Share feedback on recurring customer questions, pain points, and service improvement opportunities.

• Call Center Best Practices: Apply industry-standard practices to increase efficiency, effectiveness, and customer satisfaction.

• Time & Priority Management: Handle high call volumes without compromising service quality or professionalism.

• Flexibility & Growth Mindset: Stay agile as product offerings and customer expectations evolve.

• 2+ years in a call center, inbound sales, or customer service environment.

• Demonstrated success meeting or exceeding call performance and sales goals.

• Exceptional verbal and written communication skills.

• Confident phone presence with the ability to build trust quickly.

• Experience with CRM platforms and call center software.

• Ability to multitask and stay organized under pressure.

• Quick learner with a proactive, adaptable approach.

• Schedule Flexibility: Must be available to work hours aligned with PST to EST time zones.

• Experience in a high-volume, performance-driven call center.

• Familiarity with sales automation tools and advanced call center technologies.

This role requires availability within the Eastern Standard Time (EST) zone, with flexibility to support business needs across U.S. time zones.