Contact Center Manager

Recruitment Matters Africa Pvt Ltd; Gauteng; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A leading recruitment agency in South Africa is seeking a Call Center Manager to oversee and optimize customer support operations. The ideal candidate will have over 5 years of experience in customer service, with at least 2 years in a managerial role. Responsibilities include mentoring a team, analyzing metrics for improvement, and ensuring compliance with service standards. This full-time position offers an opportunity to make a significant impact in a dynamic environment.

Qualifications

• Minimum of 5 years in a call center or customer service environment.
• At least 2 years in a managerial role.
• Experience managing large teams in high-volume operations.

Responsibilities

• Lead and develop call center supervisors and agents.
• Monitor call center operations and customer satisfaction metrics.
• Implement process improvements to enhance operational efficiency.

Skills

Leadership

Analytical skills

Customer service

Conflict-resolution

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Workforce management tools

Job description

Our client is seeking a results-driven and customer-focused Call Center Manager to lead and optimize our customer support operations.

The successful candidate will oversee daily activities in a fast-paced call center environment ensuring service excellence operational efficiency and a culture of continuous improvement.

Responsibilities

• Lead, mentor and develop a team of call center supervisors and customer service agents to meet performance and quality standards.
• Monitor and manage daily call center operations including call flow, response times, case resolution and customer satisfaction metrics.
• Ensure the delivery of high-quality service that aligns with customer expectations and company standards with a strong focus on first-contact resolution and customer retention.
• Analyze call center metrics (AHT, FCR, CSAT, NPS, etc.) and generate actionable insights to improve productivity and customer outcomes.
• Forecast call volumes and plan staff schedules to meet service-level agreements (SLAs), manage peak periods and minimize downtime.
• Identify and implement process improvements to enhance operational efficiency, including automation, call deflection strategies and knowledge management.
• Ensure adherence to internal policies, regulatory requirements and global service standards through regular audits and quality control programs.
• Collaborate with IT and CX teams to leverage CRM systems, telephony platforms and other tools to enhance service delivery and reporting capabilities.
• Work closely with logistics, sales and back-office functions to resolve service issues and improve end-to-end customer journeys.

Qualifications

• Bachelors degree in Business Administration, Communications or a related field.
• Minimum of 5 years in a call center or customer service environment with at least 2 years in a managerial role.
• Proven experience in managing large teams and high-volume customer operations.
• Strong analytical skills with the ability to interpret performance data and implement improvement strategies.
• Familiarity with CRM systems, workforce management tools and customer satisfaction metrics.
• Excellent communication, leadership and conflict-resolution skills.
• Experience in logistics, supply chain or transportation industry is highly desirable.
• Ability to thrive in a dynamic, deadline-driven environment.

Employment Type: Full-time