1,059 Call Center Manager jobs in South Africa

Overview

We are seeking an experienced, hands-on Call Center Manager to oversee the day-to-day operations of our Inbound and Outbound Sales Call Center. The successful candidate will be actively involved on the floor, ensuring performance targets are met, motivating, coaching agents, and maintaining high levels of customer satisfaction.

Position: Call Center Manager
Location: Kempton Park
Work Setup: Full-time

What you will need:

• Bilingual proficiency in English and Afrikaans (essential requirement).
• Minimum 5 years’ experience in a sales center environment, with at least 2–3 years in a managerial role.
• Proven ability to manage and motivate teams in a high-pressure environment.
• Strong knowledge of sales call center operations, KPIs, and performance management.
• Proficiency with call center systems (dialers, CRM, WFM tools) and MS Office (Excel for reporting).
• Excellent communication, coaching, and conflict management skills.
• Strong problem-solving, decision-making, and organizational abilities.
• Hands-on leadership style – comfortable working on the floor and leading by example.
• Flexibility to adapt to changing business needs and priorities.
• Achievement of sales targets and revenue goals across inbound and outbound.
• Improvement in conversion rates, cross-sell, and upsell metrics.
• Staff engagement, retention, and performance improvement.

• Industry-specific experience (e.g., financial services, telecoms, insurance, etc.)
• Knowledge of omnichannel support (phone, email, chat, social media).
• Familiarity with business intelligence (BI) reporting tools.

Overview

We are looking for an experienced and performance-driven Call Center Manager to lead our call center operations and ensure a high standard of customer service. The ideal candidate will be responsible for daily operations, team leadership, performance monitoring, and continuous improvement of processes and customer satisfaction.

• Oversee day-to-day call center operations (inbound/outbound)
• Lead, support, and develop a team of supervisors and agents (recruitment, training, motivation)
• Implement and monitor key performance indicators (KPIs)
• Ensure compliance with quality standards, service levels, and call scripts
• Prepare regular performance reports for senior management
• Manage team schedules, leave planning, attendance, and disciplinary issues
• Identify areas for improvement and implement corrective action plans
• Collaborate closely with Sales, Marketing, IT, and HR departments
• Propose and lead optimization initiatives for processes and tools
• Ensure compliance with internal policies, HR procedures, and labor laws

• Bachelor's or Master's degree in Business, Communication, Customer Service, or a related field
• 5 to 10 years of proven experience managing a call center or customer service team
• Strong leadership experience (teams of 20+ people)
• Proficient in CRM tools and call management systems (e.g. Genesys, Zendesk, Freshdesk, Avaya)
• Excellent analytical, decision-making, and leadership skills
• Outstanding verbal and written communication skills
• Highly organized, adaptable, and capable of working under pressure
• Fluency in French is required; English proficiency is a strong advantage depending on the context

Apply now

Quantanite City of Johannesburg, Gauteng, South Africa

Direct message the job poster from Quantanite

We are seeking an experienced and strategic Technical Call Centre Manager to oversee the daily operations of our highly technical call centre campaigns. The ideal candidate will have a strong background in call centre management, proven experience running technical support or troubleshooting campaigns, exceptional leadership skills, and a commitment to enhancing operational efficiency and customer satisfaction. The Technical Call Centre Manager will be responsible for managing team performance, implementing best practices, and ensuring the delivery of accurate and effective technical solutions to our customers.

• Technical Campaign Leadership: Oversee technical support operations across specialised campaigns, ensuring teams are equipped to handle complex customer queries, troubleshooting, and escalations.
• Team Leadership: Lead, mentor, and develop a team of supervisors and technical support agents. Conduct performance evaluations, provide coaching, and foster professional development to maintain high performance and technical capability.
• Operational Management: Manage daily call centre operations to meet SLAs, resolution times, and quality standards for technical support. Ensure proper staffing, shift coverage, and resource allocation to optimise both service levels and technical expertise.
• Performance Monitoring: Track and analyse KPIs such as first-call resolution, mean time to resolve, escalation rates, and customer satisfaction scores. Prepare and present detailed performance and technical reports to senior management.
• Process & Knowledge Improvement: Continuously review and refine call flows, troubleshooting guides, and technical knowledge bases. Implement improvements that reduce resolution times, improve accuracy, and enhance customer experience.
• Customer Experience: Ensure all technical customer interactions meet company standards for accuracy, empathy, and professionalism. Personally resolve high-level escalations or technically complex cases where required.
• Training & Enablement: Develop and implement specialised training programs focused on technical skills, product knowledge, and troubleshooting methodology. Support ongoing upskilling of supervisors and agents to align with evolving campaign requirements.
• Technology & Tools Management: Oversee the use of call centre systems, CRM platforms, ticketing tools, and diagnostic software. Partner with IT and vendors to ensure systems are optimised and that new tools support efficient technical service delivery.
• Compliance & Security: Ensure operations comply with company policies, data security requirements, and relevant technical standards or regulations. Conduct audits and implement corrective actions where necessary.

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred ; equivalent work experience considered.
• Experience:
• Minimum of 5–7 years in a call centre environment.
• At least 3 years in a managerial role leading technical support or troubleshooting campaigns .
• Demonstrated experience handling escalations, technical process improvement, and managing technical knowledge bases.
• Skills: Strong leadership and people management skills; solid technical understanding of troubleshooting workflows; excellent analytical and problem-solving abilities; proficiency in call centre software, CRM systems, and ticketing/diagnostic tools; excellent communication skills.
• Attributes: Strategic thinker with a technical mindset; ability to manage multiple campaigns; proactive, results-oriented, and able to work under pressure.
• Certifications: ITIL, HDI, or other technical service management certifications are a plus.

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For more information about this role, please apply through the Quantanite career portal.

We are seeking an experienced, hands-on Call Center Manager to oversee the day-to-day operations of our Inbound and Outbound Sales Call Center. The successful candidate will be actively involved on the floor, ensuring performance targets are met, motivating, coaching agents, and maintaining high levels of customer satisfaction.

Position: Call Center Manage
Location: Kempton Park
Work Setup: Full-time

What you will need:

• Bilingual proficiency in English and Afrikaans (essential requirement).
• Minimum 5 years’ experience in a sales center environment, with at least 2–3 years in a managerial role.
• Proven ability to manage and motivate teams in a high-pressure environment.
• Strong knowledge of sales call center operations, KPIs, and performance management.
• Proficiency with call center systems (dialers, CRM, WFM tools) and MS Office (Excel for reporting).
• Excellent communication, coaching, and conflict management skills.
• Strong problem-solving, decision-making, and organizational abilities.
• Hands-on leadership style – comfortable working on the floor and leading by example.
• Flexibility to adapt to changing business needs and priorities.
• Achievement of sales targets and revenue goals across inbound and outbound.
• Improvement in conversion rates, cross-sell, and upsell metrics.
• Staff engagement, retention, and performance improvement.

Preferred / Nice-to-Have :

• Industry-specific experience (e.g., financial services, telecoms, insurance, etc.)
• Knowledge of omnichannel support (phone, email, chat, social media).
• Familiarity with business intelligence (BI) reporting tools.

We're Hiring: Call Centre Manager

Are you a dynamic leader ready to take charge of a fast-paced call centre operation?

We're looking for a Call Centre Manager to drive performance, ensure delivery of client SLAs, and lead a high-performing team to success.

What You'll Do:

• Lead and inspire a large operations team
• Manage performance, coaching, training, and succession planning
• Oversee operational delivery, reporting, and client SLAs
• Drive efficiency, continuous improvement, and cost optimisation
• Build strong client relationships and ensure world-class service delivery

What We're Looking For:

• Minimum 4 years' operations management experience (at least 2 years at managerial level in a Call Centre/BPO environment)
• Solid understanding of call centre operations and optimisation
• Strong leadership, communication, and problem-solving skills
• Management-related qualification preferred

Be the driving force behind OUTA's supporter growth.

The Organisation Undoing Tax Abuse (OUTA) is looking for a
Call Centre Manager
who can build and lead a high-performance outbound call centre from the ground up. This is a rare opportunity to combine your strategic expertise with real impact - helping us grow our supporter base and secure OUTA's financial sustainability.

This is not your average call centre role. You'll design the model, recruit and train your team, shape incentive structures, manage lead pipelines, and optimise conversion strategies. Your focus:
turning conversations into long-term support for OUTA's mission of holding power to account.

What you'll do

• Establish and manage OUTA's outbound call centre operations.
• Recruit, train and mentor a team of dedicated acquisition agents.
• Develop scripts, workflows and dashboards informed by donor psychology and sales best practice.
• Build and manage commission structures that motivate performance.
• Oversee lead list procurement, segmentation and compliance with POPIA.
• Drive continuous improvement through data and analytics.
• Provide oversight of inbound supporter relations, ensuring donor care and retention.

What we're looking for

• A proven leader with
  5+ years' hands-on experience
  managing outbound call centre operations.
• At least
  3 years' NGO or fundraising-specific experience
  in donor acquisition and supporter engagement.
• Demonstrated success in setting up new call centre systems and scaling acquisition teams.
• Strong knowledge of POPIA compliance, ethical fundraising, and donor CRM systems (Odoo, Salesforce or similar).
• A track record of managing teams of 10+ agents, with expertise in performance coaching and incentive structures.
• A strategist who understands donor acquisition funnels, supporter journeys and South Africa's civil society landscape.

Why OUTA?

At OUTA, your skills don't just grow revenue - they fuel accountability, fight corruption and strengthen democracy. If you're ready to lead a team with purpose and see measurable impact from your work, this role is for you.

Apply now to be part of building something from the ground up.

Job Title: Technical Call Centre Manager

Location:
Sandton

Job Type:
Permanent

About Us

Quantanite is a leading BPO provider dedicated to delivering high-quality customer and technical support solutions. We pride ourselves on fostering a dynamic work environment that encourages innovation, collaboration, and professional growth.

Position Overview

We are seeking an experienced and strategic
Technical Call Centre Manager
to oversee the daily operations of our highly technical call centre campaigns. The ideal candidate will have a strong background in call centre management, proven experience running technical support or troubleshooting campaigns, exceptional leadership skills, and a commitment to enhancing operational efficiency and customer satisfaction.

The Technical Call Centre Manager will be responsible for managing team performance, implementing best practices, and ensuring the delivery of accurate and effective technical solutions to our customers.

Key Responsibilities

• Technical Campaign Leadership:
  Oversee technical support operations across specialised campaigns, ensuring teams are equipped to handle complex customer queries, troubleshooting, and escalations.
• Team Leadership:
  Lead, mentor, and develop a team of supervisors and technical support agents. Conduct performance evaluations, provide coaching, and foster professional development to maintain high performance and technical capability.
• Operational Management:
  Manage daily call centre operations to meet SLAs, resolution times, and quality standards for technical support. Ensure proper staffing, shift coverage, and resource allocation to optimise both service levels and technical expertise.
• Performance Monitoring:
  Track and analyse KPIs such as first-call resolution, mean time to resolve, escalation rates, and customer satisfaction scores. Prepare and present detailed performance and technical reports to senior management.
• Process & Knowledge Improvement:
  Continuously review and refine call flows, troubleshooting guides, and technical knowledge bases. Implement improvements that reduce resolution times, improve accuracy, and enhance customer experience.
• Customer Experience:
  Ensure all technical customer interactions meet company standards for accuracy, empathy, and professionalism. Personally resolve high-level escalations or technically complex cases where required.
• Training & Enablement:
  Develop and implement specialised training programs focused on technical skills, product knowledge, and troubleshooting methodology. Support ongoing upskilling of supervisors and agents to align with evolving campaign requirements.
• Technology & Tools Management:
  Oversee the use of call centre systems, CRM platforms, ticketing tools, and diagnostic software. Partner with IT and vendors to ensure systems are optimised and that new tools support efficient technical service delivery.
• Compliance & Security:
  Ensure operations comply with company policies, data security requirements, and relevant technical standards or regulations. Conduct audits and implement corrective actions where necessary.

Qualifications

• Education:
  Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
  preferred
  ; equivalent work experience considered.

• Experience:

• Minimum of 5–7 years in a call centre environment.
• At least 3 years in a managerial role leading
  technical support or troubleshooting campaigns
  .
• Demonstrated experience handling escalations, technical process improvement, and managing technical knowledge bases.
• Skills:
  Strong leadership and people management skills; solid technical understanding of troubleshooting workflows; excellent analytical and problem-solving abilities; proficiency in call centre software, CRM systems, and ticketing/diagnostic tools; excellent communication skills.
• Attributes:
  Strategic thinker with a technical mindset; ability to manage multiple campaigns; proactive, results-oriented, and able to work under pressure.
• Certifications:
  ITIL, HDI, or other technical service management certifications are a plus.

What We Offer

• Benefits:
  Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training:
  Comprehensive technical and leadership training to support your growth.
• Career Growth:
  Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment:
  A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are urgently seeking a
dynamic, hands-on Call Center Manager
who thrives in a fast-paced, high-pressure environment. This is an exciting opportunity for a proactive leader who combines strong technical expertise with the ability to lead from the floor.

The successful candidate will be responsible for
motivating agents, driving KPIs daily, and ensuring operational excellence
. If you are passionate about people and performance management, we would like to hear from you.

Requirements:

• Bilingual proficiency in English and Afrikaans (essential)
• Proven track record in call center management, ideally within
  financial services, telecoms, or insurance
• Strong leadership skills with the ability to inspire, coach, and manage a high-performing team
• Solid background in performance management and operational processes

Why Join Us?

• Competitive and
  negotiable salary package
• Opportunity to make a real impact by shaping performance and culture
• Exposure to senior leadership and growth opportunities