Call Center Manager - Johannesburg

We are seeking an experienced, hands-on Call Center Manager to oversee the day-to-day operations of our Inbound and Outbound Sales Call Center. The successful candidate will be actively involved on the floor, ensuring performance targets are met, motivating, coaching agents, and maintaining high levels of customer satisfaction.

Work Setup: Full-time

What you will need:

• Bilingual proficiency in English and Afrikaans (essential requirement).
• Minimum 5 years’ experience in a sales center environment, with at least 2–3 years in a managerial role.
• Proven ability to manage and motivate teams in a high-pressure environment.
• Strong knowledge of sales call center operations, KPIs, and performance management.
• Proficiency with call center systems (dialers, CRM, WFM tools) and MS Office (Excel for reporting).
• Excellent communication, coaching, and conflict management skills.
• Strong problem-solving, decision-making, and organizational abilities.
• Hands-on leadership style – comfortable working on the floor and leading by example.
• Flexibility to adapt to changing business needs and priorities.
• Achievement of sales targets and revenue goals across inbound and outbound.
• Improvement in conversion rates, cross-sell, and upsell metrics.
• Staff engagement, retention, and performance improvement.

Preferred / Nice-to-Have:

• Industry-specific experience (e.g., financial services, telecoms, insurance, etc.)
• Knowledge of omnichannel support (phone, email, chat, social media).
• Familiarity with business intelligence (BI) reporting tools.