Call Center Manager

SUMMARY:
Our client is looking for an experienced, hands-on Call Center Manager to lead the daily operations of a fast-paced inbound and outbound sales contact center. The ideal candidate will take an active, on-the-floor leadership role, driving performance, motivating teams, and ensuring a consistently high standard of customer experience.

POSITION INFO:
Requirements that must be met:
Bilingual in English and Afrikaans (essential).
Minimum of 5 years' experience in a sales-driven call center environment, with 2–3 years in a managerial position.
Proven track record of leading and motivating teams under pressure.
Deep understanding of call center KPIs, sales processes, and performance management practices.
Proficiency with dialer systems, CRMs, workforce management tools, and Microsoft Excel for reporting.
Excellent interpersonal, coaching, and conflict resolution skills.
Strong decision-making, organizational, and problem-solving abilities.
Hands-on leadership approach with a willingness to lead by example
Ability to adapt quickly to changing business needs and priorities.

Preferred / Nice-to-Have
Experience in sectors such as financial services, telecoms, or insurance.
Familiarity with omnichannel customer support (e.g., phone, email, live chat, social media).
Exposure to business intelligence (BI) tools and data-driven performance analysis

Key Responsibilities
Oversee day-to-day operations of both inbound and outbound sales functions.
Monitor key metrics including service levels, average handling time (AHT), conversion rates, and schedule adherence.
Lead, coach, and motivate team leaders and agents to achieve sales targets and maintain engagement.
Manage workforce planning and real-time scheduling to ensure optimal coverage.
Conduct performance reviews and develop tailored coaching and development plans.
Ensure compliance with relevant policies, procedures, and regulatory requirements (e.g., POPIA, GDPR).
Deliver accurate, insightful reports on contact center performance, trends, and areas for improvement.
Implement and manage quality assurance (QA) programs to support agent development and customer satisfaction.
Perform regular call evaluations and run a QA framework, including scorecards, calibrations, and feedback sessions.
Use performance and QA data to identify skill gaps, deliver targeted coaching, and track improvements through pre/post metrics.
Foster a collaborative, high-performance culture built on accountability, trust, and continuous improvement.