Call Centre Manager

TSL Legal (Pty) Ltd; Randburg; On-site; ZAR 360,000 - 540,000; Full time

Job summary

TSL Legal (Pty) Ltd in Randburg seeks an experienced Operations & Performance professional to manage daily call centre operations, set and monitor KPIs, and optimise staffing and workflows. You will recruit, train, coach, and discipline staff while ensuring quality assurance and compliance with labour laws and data protection.

The role requires 3–5 years in call centres and 2+ years in management, with strong leadership, communication, and data-driven decision skills.

Qualifications

• Diploma or Degree in Business Management, Operations, HR, or related field preferred.
• Minimum 3–5 years experience in a call centre environment.
• At least 2 years in a management or supervisory role.
• Proven experience managing performance metrics and teams.
• Strong leadership and people-management skills.
• Solid understanding of call centre KPIs and reporting.
• High attention to detail and strong compliance mindset.
• Ability to enforce standards and make tough decisions.

Responsibilities

• Manage daily call centre operations (inbound, outbound, or blended).
• Set, monitor, and enforce KPIs (AHT, ASA, abandonment rate, QA scores, conversion rates, SLAs).
• Ensure call volumes are handled efficiently and service levels are met.
• Analyse reports and take corrective action where performance drops.
• Optimise staffing, shifts, and workloads.
• Recruit, train, coach, and discipline call centre staff.
• Conduct performance reviews and manage poor performance.
• Build a high-accountability, results-driven team culture.
• Handle escalations, misconduct, absenteeism, and attrition.
• Ensure agents comply with scripts, policies, and procedures.
• Oversee call monitoring and quality assurance processes.
• Implement continuous improvement initiatives based on QA findings.
• Ensure professional handling of complaints and escalations.
• Maintain consistent service standards across all agents.
• Ensure compliance with labour law, POPIA, CPA, FAIS (if applicable), and internal policies.
• Ensure call recordings, data handling, and customer interactions meet legal requirements.
• Work closely with Risk & Compliance on audits and controls.
• Enforce disciplinary processes where compliance breaches occur.
• Manage call centre systems (PBX, CRM, diallers, call recording).
• Produce regular management reports (daily, weekly, monthly).
• Use data to drive operational decisions.
• Liaise with IT and vendors on system issues or upgrades.
• Report to senior management on performance and risks.
• Coordinate with HR, IT, Finance, and Compliance.
• Manage third-party service providers where applicable.

Skills

Call centre management

KPI monitoring

People management

Performance metrics

Leadership

Compliance mindset

Communication

Data-driven decisions

Education

Diploma or Degree in Business Management/Operations/HR

Tools

PBX

CRM

Call recording

Job description

Randburg, South Africa | Posted on 01/09/2026

TSL Legal is a South African legal services and business solutions firm that specialises in debt book management and the recovery of outstanding accounts. It operates primarily out of Gauteng with multiple branch offices across the province.

Core focus & services

Debt collection & debt book management — main service offering, using arbitration and targeted strategies to recover outstanding debt.

Strategic legal advisory — tailored legal counsel aligned with client business goals (debt recovery strategy, risk and compliance support).

Labour consulting — employment contracts, policies, disciplinary and compliance matters.

Business solutions — consulting on process improvement, project management, finance strategy, change management and related services.

Call centre & outreach services — to extend client reach and support collections.

History & identity

Founded in 1998 by Vasi Govinder-Padayachy.

Positions itself as an extension of clients’ teams, emphasising professionalism, integrity, and cost-effectiveness.

Works with public and private sector clients (including corporates and municipalities).

TSL Legal brands itself on service excellence, bespoke strategies, and ethical collection practices — claiming to act “with care” and aligned with client brands rather than as a traditional aggressive collector.

Part of the broader TSL Group which includes telecoms, water, property and youth training divisions.

Employee reviews online show a mixed workplace experience, which may be more about the operational side (call centre/agent environment) than the professional legal services at management level.

Job Description

Operations & Performance

Manage daily call centre operations (inbound, outbound, or blended).

Set, monitor, and enforce KPIs (AHT, ASA, abandonment rate, QA scores, conversion rates, SLAs).

Ensure call volumes are handled efficiently and service levels are met.

Analyse reports and take corrective action where performance drops.

Optimise staffing, shifts, and workloads.

People Management

Recruit, train, coach, and discipline call centre staff.

Conduct performance reviews and manage poor performance.

Build a high-accountability, results-driven team culture.

Handle escalations, misconduct, absenteeism, and attrition.

Ensure agents comply with scripts, policies, and procedures.

Quality Assurance & Customer Experience

Oversee call monitoring and quality assurance processes.

Implement continuous improvement initiatives based on QA findings.

Ensure professional handling of complaints and escalations.

Maintain consistent service standards across all agents.

Compliance & Risk

Ensure compliance with labour law, POPIA, CPA, FAIS (if applicable), and internal policies.

Ensure call recordings, data handling, and customer interactions meet legal requirements.

Work closely with Risk & Compliance on audits and controls.

Enforce disciplinary processes where compliance breaches occur.

Systems & Reporting

Manage call centre systems (PBX, CRM, diallers, call recording).

Produce regular management reports (daily, weekly, monthly).

Use data to drive operational decisions.

Liaise with IT and vendors on system issues or upgrades.

Stakeholder Management

Report to senior management on performance and risks.

Coordinate with HR, IT, Finance, and Compliance.

Manage third-party service providers where applicable.

Requirements

Qualifications

Diploma or Degree in Business Management, Operations, HR, or related field (preferred).

Experience

Minimum 3–5 years’ experience in a call centre environment.

At least 2 years in a management or supervisory role.

Proven experience managing performance metrics and teams.

Strong leadership and people-management skills.

Solid understanding of call centre KPIs and reporting.

High attention to detail and strong compliance mindset.

Ability to make tough decisions and enforce standards.

Excellent communication and conflict-resolution skills.

Comfortable working under pressure and meeting targets.