Sandton Call Centre Leader: Scale Operations & People

Quantanite; Johannesburg; On-site; ZAR 700,000 - 950,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Additional employee benefits

Job summary

Quantanite is seeking a strategic Call Centre Manager to oversee the daily operations of the Sandton contact centre and lead multiple teams through a leadership structure. The role focuses on driving performance, quality, and client objectives while embedding best practices across the function.

You will shape operational strategy, drive continuous improvement, and manage stakeholder engagement in an onsite leadership capacity requiring strong people management and performance oversight.

Qualifications

• 5–7 years in a call centre/BPO environment.
• 2–4 years in a managerial or leadership role.
• Strong leadership across multiple teams.
• Excellent analytical and problem-solving skills.
• Proficiency in CRM systems and contact centre platforms.
• Strong communication and stakeholder management.

Responsibilities

• Lead and develop Team Leaders and teams to drive high performance.
• Conduct performance reviews and provide structured feedback.
• Oversee daily call centre operations, ensuring SLAs and KPIs are met.
• Monitor KPIs, service levels, and customer satisfaction metrics.
• Present performance insights to senior stakeholders.
• Manage escalations and customer complaints effectively.
• Drive process improvements to enhance efficiency and outcomes.

Skills

Leadership

Analytical skills

CRM proficiency

Stakeholder management

Communication

Work under pressure

Education

Bachelor's degree

Tools

CRM platforms

Contact centre software

Job description

Quantanite is seeking a strategic Call Centre Manager to oversee the daily operations of the Sandton contact centre and lead multiple teams through a leadership structure. The role focuses on driving performance, quality, and client objectives while embedding best practices across the function.

You will shape operational strategy, drive continuous improvement, and manage stakeholder engagement in an onsite leadership capacity requiring strong people management and performance oversight.