Call Center Manager

Call Center Manager
Location: Sandton, Johannesburg
Salary: 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

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

Requirements

1. 3+ years leading customer care service teams
2. Strong experience in an inbound BPO environment with international exposure
3. Proven success in leading and growing call center teams
4. Excellent English communication skills (written & verbal)
5. Desire to commit to long-term career growth (3+ years)
6. Strong negotiation skills and stakeholder management
7. High integrity, honesty, and transparency
8. Bachelor's degree (preferred)
9. Experience in project management and/or training (preferred)
10. Proficiency in ERP software, CRM, and call center platforms

Key Competencies

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