Call Center Manager

Lead Gurus
Location: Midrand, Johannesburg
Job Type: Full-time | Office-based
Salary: R12,000 negotiable + incentives

About Lead Gurus

Lead Gurus is a growing lead generation and business solutions company focused on helping businesses generate more opportunities, improve their sales performance and achieve measurable results.

We are looking for an experienced Training & Quality Assurance Supervisor to join our team and take ownership of our Training and Quality Assurance functions.

About the Role

The Training & Quality Assurance Supervisor will be responsible for leading and supporting our Training and QA teams, ensuring employees are properly trained, performance standards are maintained, and quality processes are consistently followed.

The successful candidate will play an important role in driving team performance, coaching employees, improving processes and ensuring exceptional customer service across the business.

Key Responsibilities

• Supervise and support the Training and Quality Assurance teams.
• Develop, implement and maintain effective training programmes.
• Conduct onboarding and refresher training for employees.
• Monitor and evaluate employee performance and quality standards.
• Conduct regular quality assessments and provide constructive feedback.
• Identify training and performance gaps and implement improvement plans.
• Coach and mentor team members to improve productivity and performance.
• Track and analyse performance and quality data.
• Prepare regular reports and provide insights to management.
• Ensure company processes, policies and quality standards are consistently followed.
• Identify opportunities to improve operational processes and customer experience.
• Work closely with management and other departments to address performance and quality concerns.
• Maintain accurate training and QA records.
• Promote a culture of accountability, continuous improvement and high performance.

Minimum Requirements

• Previous Supervisor, Team Leader or similar leadership experience.
• Experience in a call centre, training or quality assurance environment.
• Strong leadership and people-management skills.
• Proven coaching and mentoring abilities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Intermediate Microsoft Office skills, particularly Excel and Word.
• Professional level of English communication.
• Ability to work under pressure and meet deadlines.
• Strong attention to detail and organisational skills.

Advantageous

• Previous experience managing both Training and Quality Assurance functions.
• Experience in a sales or lead-generation environment.
• Experience working with performance metrics, reporting and quality scorecards.
• Knowledge of call-centre quality assurance processes.

What We're Looking For

We're looking for someone who is:

• A confident and proactive leader.
• Results-driven and performance-focused.
• Passionate about developing people.
• Comfortable working with data and performance metrics.
• Highly organised and detail-oriented.
• An excellent communicator.
• Able to identify problems and implement practical solutions.
• Committed to maintaining high standards of quality and customer service.

What We Offer

• R12,000 negotiable salary
• Performance-based incentives
• Full-time, office-based position
• Opportunity for career growth
• Leadership and professional development opportunities
• A collaborative and performance-driven working environment
• The opportunity to make a meaningful impact within a growing company

Location

Midrand, Johannesburg

Employment Type: Full-time | Office-based

How to Apply

If you're an experienced leader with a passion for training, quality and developing high-performing teams, we'd love to hear from you.

Apply by sending your CV to:
recruitment@leadgurus.co.za

Join Lead Gurus and help us build high-performing teams that deliver exceptional results.

Pay: R12 000,00 - R15 000,00 per month

Work Location: Hybrid remote in Midrand, Gauteng