Call Centre Manager

Position Purpose:

Manage and motivate the Call Centre team in order to deliver an excellent client experience and support the achievement of sales targets


Experience & Qualifications:

  • Minimum entry level qualification equivalent to Grade 12/NQF4 qualification
  • Degree in Commerce or Business Management (preferred)
  • FSB recognized qualification listed on Board Notice 268 of 2014 to fulfil the duties of a compliance Key Individual and be registered at the FSB
  • FAIS Key Individual Regulatory Exam Level 1 passed
  • FAIS Representative Regulatory Exam Level 5 passed
  • Ability to speak African languages
  • 5 years’ experience in Call Centre management



  • Develop action plans and initiatives to drive sales, motivate team and improve performance
  • Based on department targets determine sales targets for teams
  • Collaborate with Managers to develop action plans to achieve sales targets and business goals
  • Drive the achievement of production targets for the call center through the implementation of initiatives and campaigns.
  • Collaborate with Quality Assurance to coach Managers to increase productivity, compliance and quality of calls in their areas
  • Regularly assess team performance against targets and implement actions to increase performance
  • Analyze, identify trends and report on team performance and productivity
  • Implement measures to address non-performance within the team
  • Identify operational efficiencies and make recommendations for improvement
  • Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
  • Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
  • Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
  • Provide authoritative, expertise and advice to clients and stakeholders
  • Build and maintain relationships with clients and internal and external stakeholders
  • Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
  • Create a positive work climate and culture to energise employees, give meaning to work, minimize work disruption and maximize employee productivity.
  • Demonstrate exemplary leadership behavior, through personal involvement, commitment and dedication in support of organizational values.
  • Select and recruit suitably qualified talent in line with Employment Equity principles and company values
  • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
  • Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
  • Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
  • Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
  • Effectively manage performance within the team in order to ensure business objectives are achieved
  • Encourage innovation, change agility and collaboration within the team
  • Control the budget for area, including the authorization of expenditures and implementation of financial regulations.
  • Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
  • Plan and implement a cycle of medium-term improvements to drive pricing of services and products.
  • Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
  • Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
  • Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
  • Investigate reported willful acts of non-compliance to organization policy and practice and report on findings.



  • Business Acumen
  • Client/ Stakeholder Commitment
  • Drive for Results
  • Leads Change and Innovation
  • Motivating and Inspiring Team
  • Collaboration
  • Impact and Influence
  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Growing Talent
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