Strategic Donor Contact Centre Leader

South African National Blood Service; Roodepoort; On-site; ZAR 600,000 - 900,000; Full time

Job summary

The South African National Blood Service is seeking a capable leader to manage the Contact Centre business unit, ensuring effective donor recruitment and customer service delivery across multiple channels.

You will oversee staffing, budget management, strategy implementation and quality standards, align national contact centre activities with stakeholder management, and drive continuous improvement in patient and donor experiences.

Qualifications

• 3 years call centre or tele-recruiting experience
• 2 years supervisory experience in managing a Donor Relations or Contact Centre team
• Quality Assurance experience and training is an advantage
• Verbal and written proficiency in English

Responsibilities

• Strategic planning and objective setting for the Contact Centre business unit.
• Drive operational performance to meet collections targets, donor retention and high customer service.
• Lead and develop staff, conduct performance reviews, and manage staffing and scheduling.
• Ensure compliance with policies, procedures and quality standards within the department.
• Coordinate stakeholder engagement and cross-department collaboration to support recruitment programmes.

Skills

Analytical thinking

Attention to detail

Strategic leadership

People development

Customer service orientation

Communication

Teamwork

Problem solving

Innovation

Education

Call Centre Qualification/Certificate/Diploma (NQF 5)

Job description

The South African National Blood Service is seeking a capable leader to manage the Contact Centre business unit, ensuring effective donor recruitment and customer service delivery across multiple channels.

You will oversee staffing, budget management, strategy implementation and quality standards, align national contact centre activities with stakeholder management, and drive continuous improvement in patient and donor experiences.