Call Centre Manager

Minimum requirements:

• Strong technical expertise with the ability to lead from the floor.
• The ideal candidate will be proactive in motivating agents, driving KPIs daily, and ensuring operational excellence in a high-pressure, fast-paced environment.
• This role requires someone who can effectively manage both people and processes.

Requirements:

• Bilingual proficiency in English and Afrikaans (essential).
• Proven experience in call center management, with exposure to industries such as financial services, telecoms, or insurance.
• Strong leadership and performance management skills.

• Manage the daily operations of the inbound and outbound call center.
• Monitor KPIs such as service levels, average handling time (AHT), conversion rates, and adherence.
• Lead, motivate, and coach team leaders and agents to drive performance and engagement.
• Oversee workforce planning, scheduling, and real-time management to ensure optimal staffing levels.
• Conduct regular performance reviews, provide feedback, and implement development plans.
• Ensure compliance with company policies, industry standards, and regulatory requirements (e.g., POPIA, GDPR, or sector-specific rules).
• Prepare and present accurate reports on sales call center performance, trends, and improvement opportunities.
• Implement quality assurance and training programs to enhance customer experience and agent performance.
• Foster a positive, high-performance culture in a fast-paced environment.
• Call quality checks, run a QA framework (scorecards, weekly evaluations, calibration), ensure disclosures/POPIA compliance, and convert insights into coaching.
• Training & coaching to spot gaps from QA/performance data, deliver bite-size coaching and formal sessions, and track ROI via pre/post metrics.

Consultant: Angie Botes - Dante Personnel Greenstone