Call Centre Operations Leader

Tsltelecoms; Randburg; On-site; ZAR 350,000 - 450,000; Full time

Job summary

A leading legal services provider in Randburg seeks an experienced Operations Manager to oversee daily call centre operations and drive performance. The role involves setting KPIs, managing staff recruitment and training, and ensuring compliance with legal standards. The ideal candidate should have 3 to 5 years of call centre experience and strong leadership skills. Excellent communication and decision-making abilities are essential for success in this fast-paced environment.

Qualifications

• 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.

Responsibilities

• Manage daily call centre operations efficiently.
• Set and monitor KPIs for staff performance.
• Recruit and train call centre staff.

Skills

Leadership skills

Conflict-resolution skills

Attention to detail

Communication skills

Ability to work under pressure

Education

Diploma or Degree in Business Management

Tools

PBX systems

CRM software

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.