Job Description

Location:

Johannesburg (On-site)

Working Hours:

UK Business Hours

About Aetherbloom

Aetherbloom is a female-founded Business Process Outsourcing (BPO) and digital services company connecting skilled professionals in South Africa with clients in the United Kingdom. Our mission is rooted in empowerment and service excellence. We are building a diverse, high-performance team committed to delivering world-class customer experiences.

Role Overview

We are seeking an experienced and results-driven

Call Centre Manager

to lead our growing customer service operation in Johannesburg. This pivotal role requires a strong leader capable of managing a high-performing team, driving operational excellence, and ensuring exceptional service delivery for our UK-based clients.

You will be responsible for overseeing daily operations, managing and developing agents, meeting performance targets, and maintaining a service culture that reflects Aetherbloom's values of professionalism, accountability, and continuous improvement.

Key Responsibilities

Operational Leadership:

Oversee day-to-day call centre operations, ensuring efficient workflows, optimal staffing levels, and adherence to client Service Level Agreements (SLAs).

Team Management & Development:

Lead, coach, and motivate a team of Customer Service Representatives. Conduct regular one-on-ones, performance reviews, and training sessions to build capability and engagement.

Performance Management:

Monitor KPIs including customer satisfaction, first-call resolution, handle time, and quality metrics. Identify performance gaps, implement corrective actions, and drive results.

Quality Assurance:

Maintain high-quality customer interactions through regular monitoring, feedback, and process improvements. Ensure compliance with company policies and client requirements.

Client & Stakeholder Liaison:

Act as the key operational contact for clients, providing performance reports, managing expectations, and addressing any service issues proactively.

Continuous Improvement:

Analyze data and feedback to identify trends, implement process enhancements, and recommend technology solutions to improve efficiency and service outcomes.

Escalation Management:

Handle complex customer escalations, supporting the team in resolving high-impact issues quickly and effectively.

Recruitment & Onboarding:

Support the hiring, onboarding, and integration of new team members to ensure readiness and alignment with company standards.

Requirements

3-5 years of proven experience in managing teams in a call centre or customer service environment. Strong understanding of call centre operations, metrics, and workforce management principles. Demonstrated ability to lead, inspire, and develop diverse teams in a fast-paced, metric-driven environment. Excellent communication, problem-solving, and decision-making skills. Proficiency with CRM/helpdesk platforms (HubSpot, Zendesk, Freshdesk, Salesforce, or similar) and reporting tools. Based in Johannesburg and available to work on-site during UK business hours.

Preferred Attributes

Experience supporting UK-based clients or familiarity with UK customer expectations. Proven ability to manage change, optimise processes, and improve performance outcomes. Resilient, adaptable, and solutions-oriented with a passion for delivering exceptional customer experiences.

Why Join Aetherbloom?

Play a key role in building and leading a high-performing call centre supporting reputable UK brands. Work for a purpose-driven company committed to empowering women and driving economic growth in South Africa. Access paid training, leadership mentorship, and long-term career development opportunities. Thrive in a collaborative, inclusive, and high-performance culture.

How to Apply

Please apply using the following external links: https://app.dover.com/apply/Aetherbloom/17d3d401-365f-4b44-8ef9-cc4e2af82546

Please note if do not apply using the above link your application will not be considered.

Job Type: Full-time

Pay: R12000,00 - R15000,00 per month

Work Location: In person