Call Center Manager

Pro Personnel; Kempton Park; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading recruitment agency in South Africa seeks a Call Center Manager to oversee operations, drive sales performance, and lead a dynamic team. The ideal candidate will have extensive experience in call center environments, strong leadership skills, and a proven ability to meet KPIs. This role entails responsibility for coaching, performance management, and ensuring compliance with policies and procedures.

Qualifications

• Minimum of 5 years' experience in a sales-driven call center environment.
• 23 years in a managerial position.
• Deep understanding of call center KPIs and sales processes.

Responsibilities

• Oversee day-to-day operations of inbound and outbound sales functions.
• Monitor key metrics including service levels and conversion rates.
• Lead, coach, and motivate team leaders and agents.

Skills

Bilingual in English and Afrikaans

Leadership and motivation

Conflict resolution

Decision-making

Problem-solving

Tools

Dialer systems

CRMs

Workforce management tools

Microsoft Excel

Job description

Requirements that must be met :

Bilingual in English and Afrikaans (essential).

Minimum of 5 years' experience in a sales-driven call center environment, with 23 years in a managerial position.

Proven track record of leading and motivating teams under pressure.

Deep understanding of call center KPIs, sales processes, and performance management practices.

Proficiency with dialer systems, CRMs, workforce management tools, and Microsoft Excel for reporting.

Excellent interpersonal, coaching, and conflict resolution skills.

Strong decision-making, organizational, and problem-solving abilities.

Hands-on leadership approach with a willingness to lead by example

Ability to adapt quickly to changing business needs and priorities.

Preferred / Nice-to-Have

Experience in sectors such as financial services, telecoms, or insurance.

Familiarity with omnichannel customer support (e.g., phone, email, live chat, social media).

Exposure to business intelligence (BI) tools and data-driven performance analysis

Key Responsibilities

Oversee day-to-day operations of both inbound and outbound sales functions.

Monitor key metrics including service levels, average handling time (AHT), conversion rates, and schedule adherence.

Lead, coach, and motivate team leaders and agents to achieve sales targets and maintain engagement.

Manage workforce planning and real-time scheduling to ensure optimal coverage.

Conduct performance reviews and develop tailored coaching and development plans.

Ensure compliance with relevant policies, procedures, and regulatory requirements (e.g., POPIA, GDPR).

Deliver accurate, insightful reports on contact center performance, trends, and areas for improvement.

Implement and manage quality assurance (QA) programs to support agent development and customer satisfaction.

Perform regular call evaluations and run a QA framework, including scorecards, calibrations, and feedback sessions.

Use performance and QA data to identify skill gaps, deliver targeted coaching, and track improvements through pre / post metrics.

Foster a collaborative, high-performance culture built on accountability, trust, and continuous improvement.