Call Center Manager

Believe Resourcing; Johannesburg; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading global BPO provider is seeking a Call Center Manager to oversee operations in Johannesburg. This role requires strong leadership, experience in inbound BPO, and a commitment to long-term growth. The successful candidate will ensure optimal performance by managing team dynamics, implementing effective processes, and maintaining compliance with operational standards.

Qualifications

• 3+ years leading customer care service teams.
• Strong experience in inbound BPO with international exposure.
• Desire for long-term career growth.

Responsibilities

• Oversee portions of call center operations in Johannesburg.
• Develop cost-effective operating models.
• Manage and develop call center agents.

Skills

Leadership

Communication

Negotiation

Problem Solving

Stakeholder Management

Education

Bachelor’s degree

Tools

ERP software

CRM

Call center platforms

Job description

Call Center Manager

Location: Sandton, JohannesburgSalary: Competitive

Employment Type: Full-Time, Night Shift

Working Hours: US Working Hours

About the Company

Our client is a global leader in the BPO sector, providing world-class customer experience (CX) and service centers across multiple locations. They cater to industries such as eCommerce, Retail, Food Delivery, and Technology.

About the Role

As our client expands their call center services across existing and new clients, they need a Call Centre Manager with strong operational expertise, international exposure, and inbound BPO experience. The role involves managing call center operations in Johannesburg, working closely with the CCO in the UK and internal/external stakeholders.

Key Responsibilities

• Oversee a portion of the Johannesburg call center operations
• Develop and implement efficient, scalable, and cost-effective operating models
• Collaborate with the sales team to onboard new clients
• Work with Operations Directors to refine processes, procedures, and forecasting for staffing and budgets
• Manage and develop call center agents, ensuring ongoing training and career development
• Ensure compliance with legislation across operational regions and enforce company policies
• Oversee performance management and service level agreements (SLAs)

Requirements

• 3+ years leading customer care service teams
• Strong experience in an inbound BPO environment with international exposure
• Proven success in leading and growing call center teams
• Excellent English communication skills (written & verbal)
• Desire to commit to long-term career growth (3+ years)
• Strong negotiation skills and stakeholder management
• High integrity, honesty, and transparency
• Bachelor’s degree (preferred)
• Experience in project management and/or training (preferred)
• Proficiency in ERP software, CRM, and call center platforms

Key Competencies

• Professional, ethical, and emotionally mature
• Customer-focused with a proactive service mindset
• Strong leadership & interpersonal skills to manage diverse personalities
• Hands-on problem solver with a high sense of responsibility
• Excellent organisational skills to handle multiple priorities and meet deadlines
• Ability to stay calm under pressure in a fast-paced environment