Call Centre Manager

Tyron Consultancy; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading consultancy firm seeks a proactive Call Centre Manager in Johannesburg, responsible for overseeing call centre operations, ensuring service quality, and implementing contracts. Ideal candidates will possess strong people management experience, strategic acumen, and a deep understanding of the call centre industry, with a managerial background of 3-5 years.

Qualifications

• 3-5 years of managerial experience in a call centre environment.
• Experience in people management and claims administration.
• Demonstrated success in strategy execution and service oversight.

Responsibilities

• Manage the delivery and performance of call centre services.
• Oversee new contracts and associated processes.
• Communicate progress to key stakeholders and provide management reports.

Skills

Communication

Problem Solving

Leadership

Strategic Skills

Analytical Skills

Education

Matric

Further relevant education or certifications

Job description

Call Centre Manager requitred in Midrand, Johannesburg.

This role is responsible for managing and overseeing the quality, delivery, and operational outcomes of all call centre services.

The Call Centre Manager will ensure the effective integration of services, staff performance, and the successful implementation of new processes and client contracts.

This position is ideal for a proactive, results-driven professional with strong people management experience and strategic insight into the call centre industry, particularly in claims and service environments.

Salary: R30 000 – R40 000 per month.

Duties and Responsibilities:

• Manage the delivery and performance of call centre services to meet service level agreements.
• Oversee the successful implementation of new contracts and associated processes.
• Assess and provide input on the relevance of process flows for new contracts.
• Communicate progress and updates to key stakeholders including operations, wellness, and business development teams.
• Ensure agents meet required service standards and deliver optimal performance.
• Provide monthly management reports and strategic updates to leadership.
• Guide strategic planning and execution of call centre programs in collaboration with senior leadership.
• Establish, implement, and monitor a QA system to measure service delivery effectiveness.
• Participate in the development of new call centre-based products and enhancements.
• Analyse market trends to assess the relevance of current products and recommend repositioning if necessary.
• Identify and allocate resources to support the development and implementation of new services.

Minimum Requirements:

Experience:

• 3–5 years of managerial experience in a call centre environment.
• Experience in people management and claims administration.
• Demonstrated success in strategy execution, contract implementation, and service oversight.

Skills & Attributes:

• Excellent verbal and written communication skills in English.
• Strong business acumen and problem-solving mindset.
• Ability to work under pressure and meet tight deadlines.
• Skilled in leading cross-functional teams and managing multiple call centres.
• High-level strategic, analytical, and negotiation skills.
• Deep understanding of how people and technology intersect in call centre environments.
• Ability to maintain a positive and solution-oriented approach in uncertain conditions.

Educational Requirements:

• Matric (essential).
• Further relevant education or certifications are advantageous.