Contact Centre Manager

Recruiter:

Communicate Recruitment

Job Ref:

CTD000478/PKN

Date posted:

Friday, May 29, 2026

Location:

Johannesburg, South Africa

SUMMARY:
A leading, international customer-focused organisation is seeking an experienced Contact Centre Manager to lead and optimise a high-performing service team.

POSITION INFO:
Job Description: Lead, coach, and develop a team of contact centre staff to achieve performance targets Drive service excellence, ensuring a consistent, high-quality customer experience Manage daily operations, including workforce planning, scheduling, and productivity Monitor and improve KPIs, service levels, and operational efficiency Handle escalated customer issues and implement long-term service improvements Partner with internal stakeholders to enhance processes and communication Embed a strong performance, accountability, and continuous improvement culture Skills & Experience: 4-5+ years' experience in a contact centre or customer operations leadership role Proven track record managing and motivating teams in a high-volume environment Strong understanding of contact centre operations, QA, and performance metrics Experience with workforce management and resource planning Proficiency in tools such as Excel and reporting platforms (e.g., Power BI) Excellent leadership, coaching, and communication skills Qualification: Relevant degree or national diploma is acceptable. Only South African Residents or individuals with a relevant South African work permit will be considered. If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles \/ positions. Connect with us on and Register your CV to create a profile and to view all our Engineering recruitment vacancies. Let us assist you with your career. For Marketing, Digital, Performance Marketing, Graphic design, SEO, and PPC jobs.

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