Call Centre Manager

Job Title: Call Centre Manager

Location: Sandton, Johannesburg, South Africa (Onsite) Job Type: Fixed-Term / Permanent

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you’re passionate about leading large-scale operations, driving performance at a strategic level, and shaping exceptional customer experiences, you’ll feel right at home here.

Position Overview

We are seeking an experienced and strategic Call Centre Manager to oversee the daily operations of our contact centre in Sandton. This role is responsible for driving operational performance, leading multiple teams through their leadership structure, and ensuring consistent delivery against service, quality, and client objectives.

You will play a key role in shaping operational strategy, embedding best practices, and driving continuous improvement across the function. This is an onsite leadership role requiring strong people management, operational oversight, and stakeholder engagement.

Key Responsibilities

Leadership & People Management

•  Lead, mentor, and develop Team Leaders and their teams to drive high performance and engagement.
• Conduct performance reviews and provide structured feedback to support development and succession planning.
• Foster a culture of accountability, collaboration, and continuous improvement.

Operational Management

• Oversee daily call centre operations, ensuring adherence to SLAs, KPIs, and quality standards.
• Manage workforce planning inputs, scheduling alignment, and resource allocation to optimise performance.

Performance Monitoring & Reporting

• Track, analyse, and report on key performance indicators (KPIs), service levels, and customer satisfaction metrics.
• Present performance insights and recommendations to senior stakeholders.

Customer Experience & Escalations

• Ensure all customer interactions meet defined quality and service standards.
• Manage and resolve high-level escalations and customer complaints effectively.

Process Improvement & Optimisation

• Identify opportunities to improve operational processes, efficiency, and customer outcomes.
• Drive initiatives to improve first-contact resolution, reduce handling times, and enhance overall service delivery.

Training & Capability Development

• Oversee training and development initiatives to ensure teams are equipped with the necessary skills and knowledge.
• Support leadership capability building across Team Leaders and junior managers.

Technology & Systems Management

• Oversee the effective use of call centre technologies, CRM systems, and operational tools.
• Collaborate with IT and vendors to ensure systems support operational needs effectively.

Compliance & Governance

• Ensure adherence to company policies, procedures, and regulatory requirements.
• Conduct audits and implement corrective actions where necessary.

Qualifications

Essential:

• Minimum of 5–7 years’ experience in a call centre or BPO environment.
• At least 2–4 years’ experience in a managerial or leadership role.
• Strong leadership and team management capability across multiple teams.
• Excellent analytical and problem-solving skills.
• Proficiency in CRM systems and contact centre platforms.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities and operate effectively under pressure.

Preferred:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Experience managing large-scale contact centre operations.
• Exposure to workforce management and operational reporting frameworks.
• Relevant certifications (e.g., Call Centre Management, Six Sigma).

What We Offer

Work Model: Onsite role based in Sandton, Johannesburg. Development: Leadership development and ongoing professional training. Career Growth: Opportunities to progress into senior operations and director-level roles. Culture: A high-performance, collaborative, and people-first environment. Perks/Benefits: Health insurance, retirement benefits, paid time off, and additional employee benefits.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.