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Call Centre & Contact Centre Professionals

1 month, 2 weeks ago
South Africa
Full-time
Lead
Operations Manager
Customer and Technical Support
Salesforce
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Description

  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels.
  • Manage team leaders and supervisors while driving performance through coaching, KPIs, and structured scorecards.
  • Improve customer experience outcomes, including CSAT, NPS, and first contact resolution, while balancing efficiency and service levels.
  • Partner with workforce management teams on forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
  • Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance.
  • Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards.
  • Produce and present performance reporting on metrics such as AHT, ASA, abandonment, conversion, complaints, and attrition.
  • Support adoption of contact centre technology, including CRM, telephony/CCaaS platforms, diallers, QA tools, and analytics or BI reporting.
  • Ensure customer handling and data practices align with POPIA requirements, including consent and secure processing where applicable.
  • Maintain safe working conditions aligned with the Occupational Health and Safety Act and reasonable employer duties.

Requirements

  • Matric (NSC) is typically required.
  • A relevant diploma or degree in Business, Communications, Operations, Analytics, or a similar field is advantageous.
  • Strong equivalent experience will be considered in place of formal qualifications.
  • Typically 6–12+ years of experience in call centre or contact centre environments.
  • Typically 3–6+ years of leadership or specialist ownership experience in roles such as Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, or Senior Manager.
  • Proven people leadership, coaching, performance management, and change delivery capabilities.
  • Experience managing KPI-led operations and continuous improvement initiatives.
  • WFM fundamentals, including forecasting, scheduling, real-time management, and adherence, are required.
  • Experience in quality assurance, training design, escalation or complaints management, and customer experience improvement is required.
  • Experience with CRM or case management systems such as Salesforce or Zendesk, CCaaS or telephony platforms, diallers, WFM tools, QA platforms, and reporting tools such as Excel, Google Sheets, or BI tools is required; Lean/Six Sigma exposure is beneficial.

Benefits

  • Private Health Insurance
  • Pension Plan
  • Paid Time Off
  • Training & Development

Interested in this position?

Apply directly on the company website

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