Call Center Manager

Avatar Advisory - Avatar Human Capital; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading consulting firm in Kempton Park is seeking an experienced Call Center Manager to oversee operations at their sales center. The role demands a hands-on leader with a minimum of 5 years' experience in sales, including 2–3 years in management. Successful candidates will demonstrate strong communication skills, team management ability, and a proven record in achieving sales targets. The ideal fit will be adaptable and capable of motivating teams in a high-pressure environment. This is a full-time position.

Qualifications

• Minimum 5 years’ experience in a sales center environment.
• At least 2–3 years in a managerial role.
• Proven ability to manage and motivate teams in a high-pressure environment.

Responsibilities

• Oversee day-to-day operations of the Call Center.
• Ensure performance targets are met and maintain customer satisfaction.
• Coach and motivate agents on the floor.

Skills

Bilingual proficiency in English and Afrikaans

Team management

Sales call center operations knowledge

Coaching and conflict management

Problem-solving and decision-making

Adaptability to changing priorities

Tools

CRM tools

Excel

Dialers

WFM tools

Job description

Overview

We are seeking an experienced, hands-on Call Center Manager to oversee the day-to-day operations of our Inbound and Outbound Sales Call Center. The successful candidate will be actively involved on the floor, ensuring performance targets are met, motivating, coaching agents, and maintaining high levels of customer satisfaction.

Position: Call Center Manager
Location: Kempton Park
Work Setup: Full-time

What you will need:

• Bilingual proficiency in English and Afrikaans (essential requirement).
• Minimum 5 years’ experience in a sales center environment, with at least 2–3 years in a managerial role.
• Proven ability to manage and motivate teams in a high-pressure environment.
• Strong knowledge of sales call center operations, KPIs, and performance management.
• Proficiency with call center systems (dialers, CRM, WFM tools) and MS Office (Excel for reporting).
• Excellent communication, coaching, and conflict management skills.
• Strong problem-solving, decision-making, and organizational abilities.
• Hands-on leadership style – comfortable working on the floor and leading by example.
• Flexibility to adapt to changing business needs and priorities.
• Achievement of sales targets and revenue goals across inbound and outbound.
• Improvement in conversion rates, cross-sell, and upsell metrics.
• Staff engagement, retention, and performance improvement.

Preferred / Nice-to-Have

• Industry-specific experience (e.g., financial services, telecoms, insurance, etc.)
• Knowledge of omnichannel support (phone, email, chat, social media).
• Familiarity with business intelligence (BI) reporting tools.