Senior Call Centre Leader - Customer Experience & Ops

Motus Corporation; Gauteng; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

LiquidCapital is seeking a highly experienced Senior Call Centre Manager to lead Customer Care, Roadside Assistance, and Authorisations call centre functions. The role reports to the Operations Executive and focuses on delivering reliable service, high standards, and strong customer experience.

This leader will guide managers, shape performance expectations, and drive efficiency, compliance, and continuous improvement across a multi-function contact centre in a regulated environment.

Qualifications

• 8-10 years of experience in a customer service or call centre environment.
• Experience managing service-level-driven operations.
• Experience in Roadside Assistance, Customer Care, Financial Services, Insurance, Automotive, or related industries is advantageous.
• Proven track record of improving customer satisfaction, operating efficiency, and service performance.
• Experience leading large operational teams within a contact centre.

Responsibilities

• Lead day-to-day and longer-term call centre operations across Customer Care, Roadside Assistance, and Authorisations, ensuring service continuity and alignment with business priorities.
• Translate business objectives into operational plans, resource requirements, and measurable service outcomes.
• Provide direction, coaching, and support to departmental managers while reinforcing accountability for team performance.
• Monitor and manage service delivery against contractual and operational service levels, response times, turnaround times, and escalation standards.
• Review operational trends, identify performance gaps, and implement corrective actions to improve service outcomes.
• Oversee workforce planning, staffing levels, scheduling efficiency, absenteeism trends, overtime, and attrition across functions.
• Ensure quality assurance practices are applied consistently and use findings to strengthen service delivery and process execution.
• Maintain adherence to operational procedures, audit requirements, and regulatory obligations, including the handling of customer information.
• Develop and report on operational and customer service measures, providing clear updates and recommendations to executive stakeholders.
• Partner with internal teams and external service providers to resolve issues, improve coordination, and support business decisions.
• Lead continuous improvement initiatives, including process optimisation, automation support, and operational enhancements that improve efficiency and customer experience.

Skills

Customer service leadership

Operational management

Stakeholder management

Performance management

Communication skills

Education

Bachelor's degree in business management or related field

Call Centre Management qualification

Leadership/Management development qualification

Job description

LiquidCapital is seeking a highly experienced Senior Call Centre Manager to lead Customer Care, Roadside Assistance, and Authorisations call centre functions. The role reports to the Operations Executive and focuses on delivering reliable service, high standards, and strong customer experience.

This leader will guide managers, shape performance expectations, and drive efficiency, compliance, and continuous improvement across a multi-function contact centre in a regulated environment.