Call center manager

ITM Tanzania Limited; Gauteng; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading customer service provider is seeking an experienced Call Center Manager in Gauteng, South Africa. The role involves overseeing daily operations, developing a high-performing team, and ensuring excellent customer service standards. Ideal candidates will have 5-10 years of experience in call center management and fluency in French. This position offers an opportunity to implement optimization initiatives and improve customer satisfaction.

Qualifications

• 5 to 10 years of experience managing a call center or customer service team.
• Strong leadership experience overseeing teams of 20+ people.
• Fluency in French is required; English is a strong advantage.

Responsibilities

• Oversee day-to-day call center operations.
• Lead, support, and develop a team of supervisors and agents.
• Implement and monitor key performance indicators (KPIs).

Skills

Leadership

CRM tools proficiency

Communication

Analytical skills

Education

Bachelor's or Master's degree in Business or related field

Tools

Genesys

Zendesk

Freshdesk

Avaya

Job description

Overview

We are looking for an experienced and performance-driven Call Center Manager to lead our call center operations and ensure a high standard of customer service. The ideal candidate will be responsible for daily operations, team leadership, performance monitoring, and continuous improvement of processes and customer satisfaction.

Responsibilities

• Oversee day-to-day call center operations (inbound/outbound)
• Lead, support, and develop a team of supervisors and agents (recruitment, training, motivation)
• Implement and monitor key performance indicators (KPIs)
• Ensure compliance with quality standards, service levels, and call scripts
• Prepare regular performance reports for senior management
• Manage team schedules, leave planning, attendance, and disciplinary issues
• Identify areas for improvement and implement corrective action plans
• Collaborate closely with Sales, Marketing, IT, and HR departments
• Propose and lead optimization initiatives for processes and tools
• Ensure compliance with internal policies, HR procedures, and labor laws

Requirements

• Bachelor's or Master's degree in Business, Communication, Customer Service, or a related field
• 5 to 10 years of proven experience managing a call center or customer service team
• Strong leadership experience (teams of 20+ people)
• Proficient in CRM tools and call management systems (e.g. Genesys, Zendesk, Freshdesk, Avaya)
• Excellent analytical, decision-making, and leadership skills
• Outstanding verbal and written communication skills
• Highly organized, adaptable, and capable of working under pressure
• Fluency in French is required; English proficiency is a strong advantage depending on the context

Apply now