Role PurposeOur client is seeking an accomplished Contact Centre Manager to provide strategic and operational leadership to a large, multi-functional, in-house contact centre. The role calls for a visible, proactive and disciplined leader who sets a high standard of professionalism, accountability and service excellence. The successful candidate will be accountable for operational efficiency, people leadership, service delivery and customer experience across frontline, Tier 2, offline/backline and specialist service teams. The position will drive consistent performance, effective workforce utilisation and continuous improvement in line with business objectives.
Key ResponsibilitiesLead, manage and develop a large-scale contact centre operation through an effective multi-layered management structure. Set clear performance expectations and drive coaching, succession planning, talent development and accountability. Oversee day-to-day operations and ensure service continuity across all customer service and support functions. Develop and implement operational strategies, procedures, performance frameworks and improvement plans. Monitor service levels, quality measures and operational KPIs, taking prompt corrective action where required. Analyse contact volumes, absenteeism, productivity and capacity constraints, and manage staffing, scheduling, leave and seasonal demand. Identify system and process gaps, lead root-cause analysis and implement sustainable service improvements. Ensure compliance with standard operating procedures, quality standards, governance requirements and internal policies. Manage escalated customer complaints and service recovery, maintain effective stakeholder communication and support additional operational priorities where required
RequirementsMinimum Requirements
Matric (Grade 12). A minimum of 8-10 years' progressive experience within a contact centre environment, including proven experience operating at Contact Centre Manager level. Demonstrated success leading an in-house contact centre within a corporate organisation is essential. Proven overall operational and people responsibility for a contact centre workforce of at least 200 employees, managed through team leaders and/or operational managers, is essential. The candidate's career history must reflect substantial and predominant leadership experience within corporate, in-house contact centre operations. Earlier BPO or outsourced contact centre exposure will be considered where it forms part of a broader corporate leadership career. Experience leading multi-functional or tiered service teams in a complex, high-volume operating environment. Strong knowledge of contact centre operations, workforce planning, service-level management, quality standards and performance metrics. Advanced English communication skills, with the confidence to engage senior stakeholders and international counterparts. Proficiency in Microsoft Excel, Word and PowerPoint. Flexibility to support operating hours across South Africa and the United States in line with the roster.
Leadership Profile
Commercially aware, data-driven and decisive, with the ability to translate strategy into measurable operational results. A visible and credible people leader who can influence at senior level while remaining close to day-to-day operations. Calm under pressure, solutions-focused and committed to a high-quality customer experience.
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