Call Centre Manager – High-Volume Customer Operations

Hughestech South Africa; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading customer service firm in Gauteng is seeking an experienced Call Centre Manager to oversee the operations of a high-volume contact centre. The ideal candidate will have at least 5 years of experience in a call centre environment, including 2 years in a managerial role. Responsibilities include managing daily operations, coaching teams, and ensuring compliance with regulations. This full-time role offers an opportunity to drive performance and deliver outstanding customer service.

Qualifications

• 5+ years' experience in a busy call/contact centre.
• At least 2 years in a leadership or managerial role.
• Experience in a regulated sector such as financial services or telecoms.

Responsibilities

• Lead daily operations to meet service level agreements.
• Coach and mentor a team of service agents.
• Drive operational efficiency and continuous improvement.
• Ensure compliance with customer data protection regulations.

Skills

Leadership

Conflict Resolution

Customer Service

Performance Management

Data Analysis

Education

Bachelor's degree in Business Administration or related field

Tools

CRM tools

Service Desk Software

Performance Dashboards

Job description

Call Centre Manager – High-Volume Customer OperationsCall Centre Manager – High-Volume Customer OperationsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from HughesTech South AfricaWe're seeking a results-driven Call Centre Manager to oversee the operations of a high-volume contact centre serving both the public and key retail stakeholders.Based in Roodepoort, this is a critical leadership role within a regulated, service-driven organisation.

You'll be responsible for managing people, processes, and platforms to deliver outstanding, compliant customer experiences across multiple channels.This role is ideal for someone who thrives in structured environments, enjoys team development, and is motivated by delivering service performance in line with measurable KPIs.ResponsibilitiesLead daily operations of the call centre, ensuring service level agreements, quality standards, and performance metrics are consistently met.Coach, mentor, and manage a team of service agents and team leaders in a fast-paced environment.Drive operational efficiency through data-driven performance management, continuous improvement, and resource planning.Collaborate with marketing, IT, and sales teams to support campaigns, systems, and customer resolutions.Oversee complaint escalations, service technologies, staffing schedules, and vendor relationships.Ensure compliance with customer data protection and regulatory obligations while promoting a customer-focused culture.Report on service trends, operational performance, and improvement initiatives to senior management.Bachelor's degree in business administration, customer service management, or related field (or equivalent experience).At least 5 years' experience in a busy call / contact centre environment, including 2+ years in a leadership or managerial capacity.Proven success managing customer service teams and improving performance outcomes.Experience in a regulated sector (such as financial services, utilities, or telecoms) is preferred.Familiarity with customer relationship management (CRM) tools, service desk software, and performance dashboards.Strong communication, leadership, and conflict resolution skills.Excellent understanding of service compliance, performance metrics, and workforce management.If you're an experienced contact centre leader who thrives in a high-accountability, customer-focused environment, I'd love to hear from you.Only shortlisted candidates will be contacted.

If you don't hear back within two weeks, please consider your application unsuccessful.

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