407 Call Center Manager jobs in South Africa

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

About Aetherbloom

Aetherbloom is a female-founded Business Process Outsourcing (BPO) and digital services company connecting skilled professionals in South Africa with clients in the United Kingdom. Our mission is rooted in empowerment and service excellence. We are building a diverse, high-performance team committed to delivering world-class customer experiences.

Role Overview

We are seeking an experienced and results-driven
Call Centre Manager

to lead our growing customer service operation in Johannesburg. This pivotal role requires a strong leader capable of managing a high-performing team, driving operational excellence, and ensuring exceptional service delivery for our UK-based clients.

You will be responsible for overseeing daily operations, managing and developing agents, meeting performance targets, and maintaining a service culture that reflects Aetherbloom's values of professionalism, accountability, and continuous improvement.

Key Responsibilities

• Operational Leadership:

Oversee day-to-day call centre operations, ensuring efficient workflows, optimal staffing levels, and adherence to client Service Level Agreements (SLAs).

• Team Management & Development:

Lead, coach, and motivate a team of Customer Service Representatives. Conduct regular one-on-ones, performance reviews, and training sessions to build capability and engagement.

• Performance Management:

Monitor KPIs including customer satisfaction, first-call resolution, handle time, and quality metrics. Identify performance gaps, implement corrective actions, and drive results.

• Quality Assurance:

Maintain high-quality customer interactions through regular monitoring, feedback, and process improvements. Ensure compliance with company policies and client requirements.

• Client & Stakeholder Liaison:

Act as the key operational contact for clients, providing performance reports, managing expectations, and addressing any service issues proactively.

• Continuous Improvement:

Analyze data and feedback to identify trends, implement process enhancements, and recommend technology solutions to improve efficiency and service outcomes.

• Escalation Management:

Handle complex customer escalations, supporting the team in resolving high-impact issues quickly and effectively.

• Recruitment & Onboarding:

Support the hiring, onboarding, and integration of new team members to ensure readiness and alignment with company standards.

Requirements

• 3–5 years of proven experience in managing teams in a call centre or customer service environment.

• Strong understanding of call centre operations, metrics, and workforce management principles.

• Demonstrated ability to lead, inspire, and develop diverse teams in a fast-paced, metric-driven environment.

• Excellent communication, problem-solving, and decision-making skills.

• Proficiency with CRM/helpdesk platforms (HubSpot, Zendesk, Freshdesk, Salesforce, or similar) and reporting tools.

• Based in Johannesburg and available to work on-site during UK business hours.

Preferred Attributes

• Experience supporting UK-based clients or familiarity with UK customer expectations.

• Proven ability to manage change, optimize processes, and improve performance outcomes.

• Resilient, adaptable, and solutions-oriented with a passion for delivering exceptional customer experiences.

Why Join Aetherbloom?

• Play a key role in building and leading a high-performing call centre supporting reputable UK brands.

• Work for a purpose-driven company committed to empowering women and driving economic growth in South Africa.

• Access paid training, leadership mentorship, and long-term career development opportunities.

• Thrive in a collaborative, inclusive, and high-performance culture.

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

Overview:

Seeking a hands-on leader to manage inbound and outbound sales call center operations, drive performance, coach teams, and ensure customer satisfaction.

Key Responsibilities:

• Oversee daily call center operations and workforce management.
• Monitor and improve KPIs (AHT, conversion, adherence, service levels).
• Lead, coach, and motivate team leaders and agents.
• Conduct performance reviews, quality checks, and training sessions.
• Ensure compliance with POPIA, GDPR, and company policies.
• Prepare performance reports and implement improvement strategies.
• Foster a high-performance, positive culture.

Requirements:

• Bilingual in English & Afrikaans.
• 5+ years in sales call centers, 2–3 years in management.
• Strong knowledge of KPIs, sales performance, and call center systems.
• Proficient in CRM, dialers, WFM tools, and MS Excel.
• Excellent leadership, coaching, and communication skills.
• Hands-on management style, able to work on the floor.
• Track record in achieving sales, conversion, and retention goals.

Preferred:

• Experience in financial services, telecoms, insurance, etc.

Lexdan Select is assisting a company with there search for a Call Center Sales Manager, based in Johannesburg.

Responsibilities:

• Manage the daily operations of the inbound and outbound call center.

• Monitor KPIs such as service levels, average handling time (AHT), conversion rates, and adherence.

• Lead, motivate, and coach team leaders and agents to drive performance and engagement.

• Oversee workforce planning, scheduling, and real-time management to ensure optimal staffing levels.

• Conduct regular performance reviews, provide feedback, and implement development plans.

• Ensure compliance with company policies, industry standards, and regulatory requirements (e.g., POPIA, GDPR, or sector-specific rules).

• Prepare and present accurate reports on sales call center performance, trends, and improvement opportunities.

• Implement quality assurance and training programs to enhance customer experience and agent performance.

• Foster a positive, high-performance culture in a fast-paced environment.

• Call quality checks, run a QA framework (scorecards, weekly evaluations, calibration), ensure disclosures/POPIA compliance, and convert insights into coaching.

• Training & coaching to spot gaps from QA/performance data, deliver bite-size coaching and formal sessions, and track ROI via pre/post metrics.

Requirements:

• Tertiary Qualification in relevant field.

• 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).

Full time on site posistion.

Salary R R Per Month

We are seeking an experienced and strategic
Contact Centre Operations Manager
to lead our dynamic customer operations team. The ideal candidate will have a proven track record in managing high-performing call centres across both
inbound and outbound
functions, with strong capabilities in
people leadership, operational excellence, and customer experience delivery
.

This role is critical to driving service efficiency, meeting performance targets, and fostering a
customer-centric culture
. You will be responsible for overseeing daily operations, optimising team performance through KPIs and SLA adherence, and championing continuous improvement initiatives.

We are looking for a
big thinker
who embraces innovation, thrives in fast-paced environments, and brings a
growth mindset
to team development and process enhancement. If you're passionate about leading through data, motivating teams, and delivering measurable business impact, we'd love to hear from you.

Key Skills & Experience

•
Operations Management

• 4–5+ years of experience leading call centre operations.
• Proven capability in managing both
  inbound
  and
  outbound
  environments.
• Track record of streamlining processes and improving efficiency.

•
Team Leadership

• Skilled in
  recruiting
  ,
  training
  , and
  developing
  high-performing teams.
• Demonstrated ability to foster accountability and engagement.
• Experience managing diverse teams in dynamic, fast-paced environments.

•
Tech Proficiency

• Competent with
  CRM platforms
  , dialler systems,
  workforce management (WFM)
  tools.
• Comfortable using
  Excel
  for dashboards, reporting, and data analysis.
• Able to leverage tech to enhance customer interactions and team productivity.

•
Performance Management

• Deep understanding of
  KPI tracking
  ,
  SLA compliance
  , and
  QA frameworks
  .
• Skilled in root cause analysis, coaching, and continuous improvement.
• Strong grasp of how to balance efficiency with customer satisfaction.

•
Sales & Customer Service

• Background in
  sales-oriented
  contact centres and high-touch
  customer care
  .
• Adept at building scripts, objection handling, and optimizing conversion.
• Strong understanding of
  customer experience (CX)
  best practices.

Strategic & Cultural Fit

•
Innovative Thinking

• Seeks out better ways of working, embraces experimentation.
• Challenges outdated processes; brings
  fresh ideas
  to the table.

•
Growth Mindset

• Eager to
  learn
  , adapt, and grow alongside the business.
• Embraces feedback and fosters a culture of development.

•
Collaborative Spirit

• Works effectively across departments and levels.
• Invested in team culture, collaboration, and shared success.

•
Customer-Centric Approach

• Uses
  customer insights
  to drive improvements.
• Focused on creating seamless, frictionless customer experiences.

Red Flags to Watch Out For

• Resistant to change
  or digital transformation initiatives.
• Weak in
  data analysis
  or doesn't use data to guide decisions.
• High
  team attrition
  rates or poor morale on previous teams.
• Unable to define or align with a
  strategic vision
  .
• Lacks passion for
  customer outcomes
  or frontline coaching.

Package & Remuneration

• Contract:
  3 months probation - extended pend on performance
• Salary:
  R80K per month
• Location: Sandton (Gauteng)

Only applicants that meet the minimum requirements will be considered

Interested?

If interested, please
apply directly through
email us directly at

N.B If emailing us directly
,
remember to insert
"Contact Centre Manager Required
in the email
subject line
, for consideration, and state which area you are applying for.

We are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions

MORE ROLES

• Handle a high volume of inbound and outbound calls in a timely and professional manner
• Follow communication scripts and adapt them as necessary to address customer needs
• Identify customer issues, provide solutions, and ensure the resolution of complaints
• Maintain detailed records of customer interactions using CRM systems

No Experience required as training will be provided.

Whatsapp contact

Job Type: Permanent

Education:

• High School (matric) (Preferred)

Work Location: In person

**Please note that this role is not with COREcruitment, but with an external client**

An exciting opportunity as Contact Centre Experience Manager has become available with this international company, overseeing their expanding South African operations based in Johannesburg.

We can consider strong Team Leaders, Supervisors or 2ICs with luxury experience.

About the role:

Tracking, measuring, & reporting of the overall Contact Centre productivity & efficiency.

Ensure that the global corporate standard service levels, operational & business requirements are met

Monitor performance, coach & motivate staff to maximise every selling opportunity to exceed revenue targets in conjunction with market leads in each market.

Requirements:

South African national or valid work permit

Strong understanding of Contact Centre Operations (minimum 8 10 years' experience at management level) including but not limited to Reservations systems, CRM tools and phone technology.

A minimum of 5 years contact centre management experience.

Willingness to work a flexible schedule

Salary: R50 000 CTC, negotiable for the right candidate