251 Call Center Manager jobs in South Africa

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology

About the role :

Our client is now ready to take the next step by providing call center services to their existing 100+ clients and to expand across new clients and markets. To keep up with the strong demand and growth for the coming years, our client needs a Call Centre Manager with operational expertise as well as experience working with client on-boarding and integration.

Our client is therefore looking for an Operations Manager / Call Centre Manager who will be responsible for the Call Center Operations in their South Africa delivery Centre, working in close cooperation with CCO in the UK and closely with other internal stakeholders as well as externally with the business unit’s clients.

Responsibilities :

Responsible for a portion of our call centre operations in Johannesburg, South Africa

Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations

Work closely together with the sales organisation to on-board new clients

Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff / capacity planning

Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth

Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies

Manage and oversee overall performance and service level agreement

Requirements :

Have 3+ years working experience of leading customer care service teams

Proven and successful ability to lead call center agents towards growth

Excellent English communication (written, verbal, listening, etc.) and interpersonal skills

Desire to build career in one organisation for the next 3+ years

Outstanding communication and negotiation skills

A person of high integrity, honest, straight-forward and transparent

A Bachelor's degree is desirable

Project management and / or training experience is desirable

Strong PC, Microsoft Windows (Word / Excel / PowerPoint) and Internet usage skills

Highly proficient with ERP software and other applicable tools such as CRM

Good experience in call center platforms

Professional, emotionally mature and ethical

Strong, proactive, service mindset and customer focused

Strong interpersonal skills and ability to work well with a broad range of personality styles and types

High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution

Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans

SUMMARY : POSITION INFO :

Job Description

Call Centre Team Manager (Debt Collection)

About this role : To manage and support the Call Centre Agents in achieving required input and output standards, culminating in the achievement of revenue and client collection targets. Accountable for Call Centre Agents' performance through quality monitoring, report compilation, and coaching to achieve high performance outcomes.

• Minimum requirements (Qualifications and Experience):

Grade 12 / Matric

A Degree / Diploma in a related field is an advantage.

3 – 5 years of experience in a Debt Collection Environment

Knowledge of call centre functions and processes

Experience in coaching teams

Strong written and verbal communication skills

Proficiency in MS Office and Excel

Decisiveness and initiative

Persuasiveness and influence

Analytical skills

Adaptability to change

Goal-oriented mindset

• Key Responsibilities :

Implement performance and consequence frameworks to address non-performers within acceptable timeframes.

Manage underperforming agents through internal improvement programs.

Develop remediation plans for undesirable team behaviors.

Deploy retention and development plans for key employees.

Maintain attrition below agreed thresholds.

Achieve client collection targets and rankings

Meet and exceed financial targets as per mandates.

Optimize operational productivity according to performance plans.

Ensure accountability for behavioral actions per leadership pledge.

Assist new hires to become productive quickly.

Client Interaction : Daily / Weekly / Monthly as required.

Ensure compliance with policies, regulations, and security standards.

Provide data for audits.

Manage team workload effectively.

Handle performance management initiatives.

Understand legislation such as POPIA and Magistrates Court Act.

Skills include MS Office, organizational skills, multi-tasking, negotiation, behavioral traits, deadline orientation, stress tolerance, accountability, teamwork, problem-solving, and resilience.

Follow instructions and procedures diligently.

Job Description

Call Centre Team Manager (Debt Collection)
About this role: To manage and support the Call Centre Agents in achieving required input and output standards culminating in achievement of revenue and client Collection targets. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance outcomes.

• Minimum requirements (Qualifications and Experience)
  Grade 12/ Matric
  A Degree/Diploma in any related field will be an advantage.
  3 – 5 years of work experience in a Debt Collection Environment
  Knowledge of the function, process in a Call Centre Environment
  Track record of Coaching a Team
  Good written and verbal communication
  Proficiency in MS Office and Excel.
  Decisiveness and initiation.
  Persuasive
  Influential
  Analytical
  Adapting and responding to change.
  Goal Driven
  
  Key Responsibilities:
  Implement a performance and consequence framework to address non-performers within Acceptable time frames.
  Manage agents who do not meet required performance standards through the internal improvement programme.
  Identify & develop remediation plans to address undesirable team behavior.
  Deploy bespoke retention and development plans for key employees.
  Remain below agreed attrition thresholds.
  Achieve total collections against set client targets.
  Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors.
  Meet and exceed stipulated financial targets as per mandates.
  Optimize operational productivity outputs as per agreed mandate performance remediation plans.
  Behavioral actions will be held accountable against the new Agency Leadership pledge.
  Assist new hires such that they are productive on the floor in the shortest possible time frame.
  Client Interaction, where required Daily/Weekly/Monthly.
  Ensure compliance with internal policies and procedures, external regulations, and information security standards.
  Collect and provide data required for various audits.
  Effectively manage team workload.
  Responsible for all Performance Management initiatives for the team Skills.
  Knowledge and understanding of the following legislation: Protection of Personal Information Act, and Magistrates Court Act.
  MS Office
  Organizational Skills.
  Multi-tasking.
  Negotiation Skills.
  Behavioral (Desirable).
  Deadline driven.
  Stress Tolerance.
  Accountable.
  Team Player.
  Problem Solving.
  Achieving personal work goals and objectives.
  Cope well with pressure and setback.
  Follow instructions and procedures.

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a dynamic and experienced Fixed-Term Onsite Contact Center Supervisor to oversee daily operations and ensure team performance meets business objectives. The ideal candidate will be responsible for managing a team, monitoring key performance indicators (KPIs), and ensuring high levels of customer service. This role requires hands-on leadership to support operational efficiency, meet service level agreements, and drive continuous improvement.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities:

• Supervise, mentor, and develop a team of contact center agents to meet performance targets.

• Monitor and analyze KPIs, ensuring adherence to service level agreements and operational goals.

• Provide real-time coaching and support to agents to improve performance and customer satisfaction.

• Conduct regular team meetings and one-on-one coaching sessions to enhance agent productivity.

• Handle escalations and provide resolutions to customer inquiries and complaints.

• Collaborate with other departments to streamline processes and improve overall customer experience.

• Manage agent scheduling, attendance, and adherence to workforce management guidelines.

• Identify training needs and work with the training department to enhance agent capabilities.

• Generate reports and provide insights on operational efficiency and agent performance.

• Ensure compliance with company policies, procedures, and industry regulations.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.

• Minimum of 1-2 years of experience in a contact center supervisory role.

• Proven track record of meeting and exceeding KPIs.

• Additional certifications or qualifications in business management, customer service, or leadership are advantageous.

• Strong leadership and people management skills with the ability to motivate a team.

• Excellent problem-solving and decision-making abilities.

• Proficiency in using contact center technologies, reporting tools, and CRM systems.

• Strong verbal and written communication skills.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion,benefits, social and recreational programs, anddiscipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a dynamic and experienced Fixed-Term Onsite Contact Center Supervisor to oversee daily operations and ensure team performance meets business objectives. The ideal candidate will be responsible for managing a team, monitoring key performance indicators (KPIs), and ensuring high levels of customer service. This role requires hands-on leadership to support operational efficiency, meet service level agreements, and drive continuous improvement.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities:

• Supervise, mentor, and develop a team of contact center agents to meet performance targets.

• Monitor and analyze KPIs, ensuring adherence to service level agreements and operational goals.

• Provide real-time coaching and support to agents to improve performance and customer satisfaction.

• Conduct regular team meetings and one-on-one coaching sessions to enhance agent productivity.

• Handle escalations and provide resolutions to customer inquiries and complaints.

• Collaborate with other departments to streamline processes and improve overall customer experience.

• Manage agent scheduling, attendance, and adherence to workforce management guidelines.

• Identify training needs and work with the training department to enhance agent capabilities.

• Generate reports and provide insights on operational efficiency and agent performance.

• Ensure compliance with company policies, procedures, and industry regulations.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.

• Minimum of 1-2 years of experience in a contact center supervisory role.

• Proven track record of meeting and exceeding KPIs.

• Additional certifications or qualifications in business management, customer service, or leadership are advantageous.

• Strong leadership and people management skills with the ability to motivate a team.

• Excellent problem-solving and decision-making abilities.

• Proficiency in using contact center technologies, reporting tools, and CRM systems.

• Strong verbal and written communication skills.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion,benefits, social and recreational programs, anddiscipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Are you passionate about leading teams and delivering exceptional customer experiences?

We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client expectations.

Job Purpose

As a Team Leader, you will manage a team of Agents, ensuring top-tier service delivery aligned with contractual commitments and operational goals.

Key Responsibilities

• Lead, coach, and motivate a team to consistently deliver high-quality customer service
• Monitor team performance and take proactive steps to improve KPIs
• Ensure accurate reporting, timesheet approvals, and performance tracking
• Deliver regular team briefings and feedback sessions
• Promote customer satisfaction through call quality monitoring and coaching
• Communicate clearly and effectively with internal stakeholders and escalate issues as needed

What We're Looking For

• Fluent in both English and French (oral and written) – essential
• 1+ year of Call Centre experience
• 6–12 months experience in a supervisory or team leader role
• Strong leadership, communication, and coaching skills
• Ability to problem-solve, prioritize and inspire teamwork
• Familiarity with call centre systems and tools

Why Join Us?

• Be part of a supportive, fast-paced, and bilingual environment
• Opportunities for growth and development
• Engage in meaningful work that directly impacts customer satisfaction
• Competitive salary and benefits package

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries Telephone Call Centers

Referrals increase your chances of interviewing at Merchants by 2x

Get notified about new Contact Center Team Lead jobs in Sandton, Gauteng, South Africa .

Sandton, Gauteng, South Africa 3 days ago

Sandton, Gauteng, South Africa 5 days ago

Centurion, Gauteng, South Africa 4 days ago

Johannesburg Metropolitan Area 3 days ago

Sandton, Gauteng, South Africa 2 weeks ago

Centurion, Gauteng, South Africa 6 days ago

Johannesburg, Gauteng, South Africa 1 week ago

City of Johannesburg, Gauteng, South Africa 3 weeks ago

Johannesburg, Gauteng, South Africa 2 days ago

Sandton, Gauteng, South Africa 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.