Call Centre / Branch Manager

University of Fort Hare; Cape Town; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A well-established organization is seeking an experienced Call Centre Operations Manager for its Cape Town location. The role entails overseeing daily operations of a busy call centre, managing a team of approximately 40 agents. Key responsibilities include improving productivity, conducting performance reviews, and collaborating with senior management. Candidates must be bilingual in English and Afrikaans and possess strong leadership and problem-solving skills. A market-related salary with benefits is offered.

Benefits

Medical aid contribution

Provident Fund contribution

Commission structure

Qualifications

• Proven experience in call centre management or operations role.
• Strong managerial capabilities managing large teams.
• Fully bilingual in English and Afrikaans with communication skills.

Responsibilities

• Lead and manage a team of ±40 call centre agents.
• Monitor daily workflows and operational targets.
• Implement strategies to improve productivity and call outcomes.
• Conduct performance reviews and coach staff.
• Analyze operational data to support strategic decisions.

Skills

Leadership

Bilingual (English and Afrikaans)

Communication Skills

Problem-Solving

Financial Acumen

Tools

MS Office

CRM systems

Job description

Monthly Basic Plus Commission (Medical aid and provident fund contribution by the company, Market related)

CALL CENTRE / BRANCH MANAGER

Cape Town

My client, a well‑established organisation specialising in debt‑recovery solutions, is seeking to employ an experienced Call Centre Operations Manager to lead their Cape Town‑based operations team.

Purpose of the Role

The purpose of this position is to oversee and optimise the day‑to‑day operations of a busy call centre environment, managing approximately 40 call centre agents and team leaders. The role requires a highly organised and experienced leader with strong business acumen, excellent communication skills in both English and Afrikaans, and the ability to ensure operational efficiency while maintaining service excellence.

Key Responsibilities Include but Are Not Limited To

• Leading and managing a team of ±40 call centre agents and team leaders
• Monitoring daily workflows and ensuring all operational targets are met
• Implementing strategies to improve productivity, quality, and debtor engagement outcomes
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring adherence to company policies, procedures and code of conduct
• Analysing operational data, call statistics and financial performance indicators to support strategic decisions
• Working closely with senior management to align operational goals with business objectives
• Overseeing office management responsibilities to ensure a smooth and professional working environment
• Identifying process improvements and implementing best‑practice methodologies
• Assisting with recruitment, training and onboarding of new staff
• Ensuring compliance within the debt recovery framework and client service standards
• Managing escalations and resolving complex queries professionally and efficiently

Criteria

• Proven experience in a similar Call Centre Manager / Supervisor / Operations Manager role
• Strong managerial and leadership capabilities with experience managing large teams
• Solid financial and business acumen with the ability to interpret operational and performance data
• Fully bilingual in English and Afrikaans, with excellent verbal and written communication skills
• Strong problem‑solving abilities and the capacity to make informed decisions under pressure
• Professional, well‑presented and confident when interacting with internal teams and senior management
• High level of integrity, accountability and organisational skills
• Experience within the debt recovery, financial services or related industry will be advantageous
• Proficient in MS Office and call centre / CRM systems

Remuneration and Hours of Work

• Market‑related remuneration with commission structure
• On appointment membership to medical aid is compulsory (company contribution)
• Provident Fund contribution
• Normal business hours, Monday to Friday, with flexibility required depending on operational needs