Description:
Key Responsibilities
- Lead, manage, and motivate a team handling emergency, recovery, and roadside assistance calls
- Oversee dispatching of recovery teams, tow vehicles, emergency units, and partner service providers
- Monitor call flow, response times, and service levels to ensure rapid and efficient assistance
- Manage escalations and high-priority incidents with professionalism and urgency
- Implement and refine operational processes, SOPs, and call response procedures
- Maintain strong relationships with towing operators, service partners, and emergency networks
- Analyse call centre performance data and introduce improvement strategies
- Ensure compliance with safety protocols, operational standards, and industry regulations
- Drive customer satisfaction and operational excellence within a high-demand environment
- Will be required to do go into the office at night from time to time, to do training or check on quality of work.
Requirements
- 35 years of call centre management experience
- Experience in recovery services, emergency response, roadside assistance, towing operations, or related fields
- Strong operational and crisis-management capabilities
- Excellent communication, leadership, and decision-making skills
- Ability to manage high-volume, fast-paced call centre environments
- Proficiency in call centre systems, dispatch technology, and reporting tools
What We Offer
- Competitive salary package
- Opportunity to lead a critical and dynamic operational team
- Fast-paced environment with clear impact on customer service and re
19 Dec 2025;
from:
gumtree.co.za