536 Contact Center jobs in South Africa

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

At our AVI Limited, we believe in collaboration and innovation to drive exceptional results. Our Shared Services departments—spanning IT, Finance, HR, Logistics, Digital, Marketing, and Field Marketing — are essential to the growth of our industry-leading brands. We foster a high-performance culture where teamwork, accountability, and creative problem-solving are celebrated.

Our AVI Field Marketing Share Services team bridges the gap between our brands and the market by creating impactful in-store experiences and engaging directly with customers. We focus on executing marketing strategies at ground level, ensuring our products are both visible and accessible. Through promotional activities and close collaboration with retailers, we drive sales and strengthen our connection with consumers.

Why Join Our Shared Services Team?

• Drive Growth: Support and contribute to the success of our industry-leading brands.
• Collaborative Culture: Thrive in a team-oriented environment that values accountability and innovation.
• Impact & Growth: Play a key role in our brands' success while advancing your career in a supportive setting.
• Shape the Future: Make a meaningful difference and help us shape the future of our business.

Unlock Your Potential We're looking for a passionate Contact Center Agent to join our AVI Field Marketing Shared Services Division in Isando on a Fixed Term Contract (FTC) basis. In this role, you be responsible for answering incoming calls from customers to take orders, enquiries and questions, handle complaints, troubleshoot problems and provide information.

Reporting Structure:

• Reports to: Contact Center Team Leader

Key Areas of Impact:

• Customer and sales management
• Administration and control
• Order Management
• Ensure any discrepancies are followed up with rep or customer prior to order capture
• Ensure minimum order value and quantity is adhered to
• Ensure all customer order queries are appropriately resolved and communicated
• Ensure all orders are correctly routed and that all special requests for delivery or collection are actioned as per depot procedure
• Forward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when an account is on hold
• Establish and maintain contacts within depots to ensure service requirements are met

What It Takes to Succeed:

Experience that set you up for success:

• Two (2) years contact center experience (inbound and outbound)

Qualifications & Certifications that will contribute to your success:

• A completed Grade 12 / Matric certification is essential
• Completed Call Center certification will be an added advantage

Additional Requirements that will enhance your impact for success:

• FMCG industry experience advantageous
• Computer literate - MS Office
• Knowledge of SAP

Take the Next Step with Us

At the heart of our AVI Shared Services Divisions is a commitment to excellence, collaboration, and continuous improvement. Here, you'll have the opportunity to work with talented professionals across multiple disciplines, allowing you to grow professionally. If you are passionate about making an impact, solving complex problems, and collaborating with others to drive excellence, this is the place for you.

Salary Package: R 50K CTC

Responsible for the strategic planning and execution of all contact centre operations in South Africa. Your leadership will be instrumental in ensuring the consistent delivery of an exceptional, luxury-standard customer experience. You will be a driving force behind continuous process improvement and operational excellence.

Key Responsibilities (Scope):

1. Drive Service Excellence in Every Interaction
2. Lead, Coach, and Inspire a High-Performing Team
3. Deliver on Key Performance and Experience Metrics:
   Monitor and manage KPIs across customer satisfaction (CSAT), employee engagement, operational efficiency, and service quality. Translate data into actionable insights to enhance both guest loyalty and team performance.
4. Champion Talent Acquisition and Development
5. Oversee Operations and Enhance Systems
6. Shape and Expand the Service Ecosystem:
   Contribute to the design, refinement, and implementation of an evolving portfolio of services within the EEC, supporting the strategic growth and premium positioning of the brand.
7. Ensure Optimal Workforce Planning and Quality Standards:
   Partner with Workforce Planning to ensure optimal staffing and scheduling. Uphold rigorous quality assurance processes, ensuring all standards are consistently met or exceeded to maintain an exceptional guest experience.

Required Skills and Qualifications:

1. A minimum of 8-10 years of management-level experience in Contact Centre Operations, with expertise in Reservations systems, CRM tools, and telephony technology.
2. Proven previous experience in a global call centre operation or luxury industry or tourism or hospitality or cruising essentail
3. A highly motivated individual with demonstrated skills in developing and coaching team members to achieve and exceed performance expectations.
4. Exceptional written and verbal communication skills.
5. Ability to lead a team in multi-tasking, prioritization, and meeting critical deadlines.
6. Proven ability to perform well under pressure and follow through on tasks to completion.
7. Adaptability to changing environments with a hands-on, "roll up your sleeves" approach. Must be comfortable operating in a fast-paced environment without a rigid structure.
8. Willingness to work a flexible schedule as required.

Are you a people-first leader with a passion for customer service, team development, and operational excellence? Join our team and lead a high-performing contact centre unit where service, quality, and values come together.

Education

• Matric (NQF 4)
  – Essential
• National Certificate in Customer Service Management
  – Recommended

Experience

• Minimum
  5 years' experience
  as a Team Leader in a
  frontline or contact centre
  environment.
• Proven ability to manage teams handling
  inbound calls and face-to-face client interactions
• Strong background in
  Financial services customer service
  /
  Employee benefits experience
  – Essential
• Skilled in
  setting performance targets
  , streamlining processes, and managing multi-service environments
• Exceptional
  interpersonal, coaching, and team management
  skills

Key Responsibilities

• Lead & Support Your Team
  : Provide daily coaching, mentoring, and supervision to foster a collaborative, client-focused culture
• Drive Performance
  : Monitor KPIs, identify skill gaps, and implement training strategies to meet performance targets
• Manage Operations
  : Oversee national switchboard and reception, ensure workload balance, and maintain service quality
• Enhance Customer Experience
  : Act as the first point of escalation, resolve issues efficiently, and ensure professional client interactions
• Ensure Data Integrity
  : Manage visitor logs, agent reports, and quality tracking tools as well as reporting
• Compliance & Governance
  : Ensure full adherence to company policies, procedures, and
  POPIA
  regulations

Treating Customers Fairly (TCF)

• Identify and pursue opportunities aligned with
  TCF principles
• Maintain strong client relationships and act as a
  brand ambassador
  for Alexforbes
• Model ethical behaviour and contribute to a positive, inclusive workplace culture

Development & Leadership

• Participate in training, coaching, and professional development
• Mentor and empower team members, fostering continuous growth
• Provide constructive feedback and support performance improvement
• Promote innovation, collaboration, and a culture of excellence

Core Competencies & Skills

• Business Skills
  : Time management, negotiation, planning, relationship-building, problem-solving
• Functional Skills
  : Communication, teamwork, adaptability, emotional intelligence, resilience
• People Skills
  : Active listening, mentoring, delegation, conflict resolution, leadership
• Technical Proficiency
  : CRM systems, contact centre tools, reporting and analytics
• Quality Awareness
  : Consistently high standards, attention to detail, and service excellence

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.

Job Title:
Contact Center AI Engineer

Job Overview:

We are seeking a
dynamic and communicative Contact Center AI Engineer
to join our team. In this role, you will collaborate with contact center operations to
deploy and customize AI copilots
for diverse use cases. You'll be responsible for
translating business needs into technical requirements
, performing light integrations with contact center applications, and acting as a
brand ambassador and product evangelist
for AI-driven contact center solutions.

Key Responsibilities:

• Partner with contact center operational leaders to translate operational needs into scalable AI copilot solutions.
• Map customer requirements into clear technical specifications for low-code or API-based integrations.
• Conduct hands-on integrations and API configurations with CRMs, telephony systems, and case management tools.
• Design and document technical requirements and data flows to ensure seamless integration with contact center platforms.
• Deliver demos, workshops, and stakeholder briefings as a
  trusted advisor and local evangelist
  for AI solutions.
• Provide prompt engineering and optimization support to enhance AI copilot performance and customer interactions.
• Stay current on trends in
  generative AI, conversational AI, and contact center technologies
  , identifying opportunities for innovation.
• Act as a liaison between technical teams, operations leaders, and client stakeholders to ensure alignment on business outcomes.
• Develop training materials, user guides, and knowledge assets to drive adoption.
• Track and analyze performance metrics to generate insights and recommendations for improvement.
• Serve as a
  brand ambassador
  , promoting our AI contact center solutions internally and externally.

Requirements:

• Bachelor's degree in
  Computer Science, Computer Engineering, Information Systems
  , or related field.
• 5+ years
  of experience as a software engineer, data scientist, software architect, or solutions consultant in technology-driven environments (preferably contact center, SaaS, or AI domains).
• Proven experience in designing technical requirements and data flows for
  low-code or API-based integrations
  .
• Proficiency in
  Python
  (FastAPI, Flask, or Django).
• Familiarity with developing
  API integrations
  with CRM, telephony, or case management systems.
• Experience in
  prompt engineering
  and optimization for generative or conversational AI solutions.
• Strong
  analytical, problem-solving, and communication skills
  (verbal and written).
• Experience in
  project management and stakeholder engagement
  .
• Ability to
  learn and adapt quickly
  to new technologies.
• Collaborative and proactive, with strong interpersonal and relationship-building skills.

Preferred Qualifications:

• Experience working in or with
  contact centers
  .
• Understanding of
  contact center metrics
  and operations management principles.
• Advanced prompt engineering knowledge (e.g., zero-shot, few-shot, chain-of-thought).
• Familiarity with
  API integrations
  and
  SaaS/cloud-based solution design
  .
• Experience as a
  product evangelist
  or technology promoter.
• Proficiency in
  data analysis and visualization tools
  (Excel, Power BI, Tableau).
• Experience with
  Agile methodologies
  .

What Sets You Apart:

• Passion for technology and its impact on business transformation.
• Ability to navigate ambiguity and drive action.
• Skill in bridging
  operational thinking with technical execution
  .
• Curious, analytical, and motivated to connect technology to real-world applications.
• Enthusiasm for
  public speaking, demos, and presentations
  .
• Adaptability in fast-paced, evolving tech environments.
• Commitment to
  continuous learning
  and staying ahead of industry trends.

Role Overview

We are seeking a
forward-thinking Enterprise Cloud Contact Center Architect
to lead implementation of innovative, cloud-based contact center solutions. This role will be pivotal in shaping the future of customer experience by leveraging cloud platforms, AI/ML technologies, and multi-channel capabilities to deliver scalable, seamless, and customer-centric solutions.

Key Responsibilities

• Lead the
  implementation, and operationalization
  of cloud contact center architectures using platforms such as
  Amazon Connect, Genesys PureCloud, and NICE CXone
  .
• Architect and deploy
  microservices-based solutions
  that support scalability, resilience, and high performance.
• Drive
  digital transformation initiatives
  by incorporating
  AI/ML technologies
  (chatbots, voice bots, sentiment analysis, etc.) into the contact center ecosystem.
• Enable
  multi-channel engagement
  (voice, chat, video, social media) to enhance customer experiences.
• Collaborate closely with cross-functional teams (
  engineering, product, operations
  ) to integrate CCaS solutions with enterprise systems.
• Provide
  thought leadership
  in contact center transformation, including process optimization, workforce management, and customer journey mapping.
• Define and contribute to
  best practices, governance, and standards
  for CCaS architecture and delivery.
• Stay current on
  emerging technologies
  and industry trends, translating them into actionable strategies.

Qualifications & Experience

• Bachelor's/Master's degree in
  Computer Science, Information Technology, or a related field
  .
• Proven expertise in
  implementing, and managing contact center architectures
  at enterprise scale.
• Strong understanding of
  AI/ML technologies
  and their application within the contact center domain.
• Hands-on experience with
  Amazon Connect, Genesys PureCloud, and NICE CXone
  .
• Industry experience in
  insurance, utilities, healthcare, or related domains
  is a plus.
• Relevant
  certifications
  (e.g., AWS Certified Solutions Architect – Contact Center, Genesys, NICE CXone) preferred.
• Contributions to
  open-source projects, publications, or thought leadership
  in contact center technologies would be advantageous.