Onsite Call Center Manager - Lead Ops & CX (Sandton)

Quantanite; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Employee benefits

Job summary

Quantanite in Sandton, Johannesburg, seeks an experienced Call Centre Manager to oversee daily operations of our contact centre. This onsite leadership role requires strong people management, performance discipline, and stakeholder engagement to meet service and client objectives.

You will shape operational strategy, embed best practices, and drive improvements across the function, with focus on training, quality, and efficiency to deliver exceptional customer experiences.

Qualifications

• Minimum 5–7 years’ experience in a call centre or BPO environment.
• At least 2–4 years’ experience in a managerial or leadership role.
• Strong leadership and team management capability across multiple teams.
• Excellent analytical and problem-solving skills.
• Proficiency in CRM systems and contact centre platforms.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities and operate effectively under pressure.

Responsibilities

• Lead, mentor, and develop Team Leaders and their teams to drive high performance and engagement.
• Oversee daily call centre operations, ensuring adherence to SLAs, KPIs, and quality standards.
• Track, analyse, and report on key performance indicators (KPIs), service levels, and customer satisfaction metrics.
• Ensure all customer interactions meet defined quality and service standards.
• Identify opportunities to improve operational processes, efficiency, and customer outcomes.
• Oversee training and development initiatives to ensure teams are equipped with the necessary skills and knowledge.
• Ensure adherence to company policies, procedures, and regulatory requirements.

Skills

Leadership

Team management

CRM systems

Stakeholder management

Analytical thinking

Problem solving

Communication

Multi-tasking

Education

Bachelor’s degree in Business Administration, Management, or related field

Tools

CRM platforms

Call centre software

Job description

Quantanite in Sandton, Johannesburg, seeks an experienced Call Centre Manager to oversee daily operations of our contact centre. This onsite leadership role requires strong people management, performance discipline, and stakeholder engagement to meet service and client objectives.

You will shape operational strategy, embed best practices, and drive improvements across the function, with focus on training, quality, and efficiency to deliver exceptional customer experiences.